13. Before we decide if we should investigate a complaint, we look at whether there are signs the events complained about had a negative effect, which the organisation has not put right. We have done this and are satisfied the Trust has now done enough to acknowledge the impact of these events and take action to ensure the same issues do not occur again.
14. Mr O confirmed, when we spoke to him, he was dissatisfied with the response he had received from the Trust. He accepted part of its response and plan. However, he remained unhappy that the Trust did not reference the three month delay from his mother being diagnosed with cancer to being given the opportunity to see an oncologist. This was the sole outstanding aspect of his complaint.
15. Our Principles tell organisations to consider the wishes and needs of the complainant in deciding an appropriate remedy. During our conversation, Mr O expressed he would be satisfied if the Trust gave a further apology and action plan, with direct reference to the three month delay his mother suffered. We contacted the Trust to discuss an opportunity to resolve the complaint and it agreed to provide the outcomes Mr O sought.
16. The Trust has now provided Mr O with a further apology and updated action plan. Mr O has reviewed this document and confirmed he now feels satisfied his complaint has been resolved.
17. We have also reviewed the Trust’s correspondence and are satisfied this now fully addresses the complaint. The Trust has acknowledged the failings and apologised. The action plan covers the precise issues Mr O raised and has explained all appointments are now face-to-face, to enable better conversations. We are satisfied no further action is needed.
18. We appreciate the impact the distressing events will have had on Mr O and his mother following her cancer diagnosis and understand that this would have been a very upsetting time. We do believe that due to the updated apology and action plan, the Trust has now resolved the complaint, as agreed with Mr O.