Gateshead Health NHS Foundation Trust

6. Mrs I complains about the care provided to her mother, Mrs A, when she was admitted to hospital in June 2021 for an undiagnosed health condition. She specifically complains about the care provided by the ward staff on the afternoon of 18 July 2021. She says:

· staff made insensitive comments to the family, specifically about Mrs A being too hot, and her appearing to choke when she was taking her final breaths

· staff continued to carry out observation checks when she was approaching end of life and the doctor had said this would not be necessary

7. Mrs I says this caused distress and upset by disrupting the time with her mother during her final moments of life.

8. As an outcome, Mrs I would like an apology and service improvements.

9. In June 2021 Mrs A was admitted to hospital with a high temperature and feeling unwell. Mrs A was diagnosed with cellulitis. Although the cellulitis was treated, Mrs A’s condition continued to deteriorate. Mrs A sadly died in July 2021.

12. Before we decide if we should investigate a complaint, we look at whether there are signs an organisation has got something wrong. We do this by comparing what should have happened with what did happen.

13. When considering the complaint, we found the Trust acknowledged in both its response and complaint handling records that it upheld Mrs I’s complaint. As a resolution, it provided an apology and suggested actions, specifically training for staff, including bank staff working on the ward.

14. We understand Mrs I feels the apology was not satisfactory. This is because she says the Trust did not acknowledge the distress, upset, and disrespect they felt as a family as a result of the care they received when their mother, Mrs A, was sadly approaching the end of her life.

15. We informed the Trust why Mrs I remained unsatisfied with its response. We also referred to our Principles for Remedy and Principles of Good Complaint Handling to explain the importance of expressing sincere regret for any resulting injustice or hardship its failings have caused. This includes acknowledging any impact there has been to a patient and their family because of service failings.

16. The Trust agreed it would provide a further apology addressing these points to Mrs I and her family.

17. We consider the steps the Trust has already taken, along with the additional apology it has agreed to provide to acknowledge the impact on Mrs I and her family, is enough to remedy the impact caused. This is in line with our Principles for Remedy and Principles of Good Complaint Handling.

18. For the reasons above, we will not be investigating Mrs I’s complaint further.

19. We are sorry to hear of the distress the Trust’s actions caused Mrs I and her family at what was undeniably a sad and difficult time. We hope this resolution gives Mrs I closure on her complaint.

1. We have carefully considered Mrs I’s complaint about Gateshead Health NHS Foundation Trust. We are sorry to hear how Mrs I and her family have been affected by these events when their mother, Mrs A, was approaching the end of her life. It is clear the family had a difficult and upsetting experience at what would have already been an upsetting time.

2. Our view is that the Trust could take action to remedy the concerns Mrs I has raised. As a result of our discussion with the Trust, it has agreed to take further action to help put things right.

3. We have asked the Trust to provide a further apology to Mrs I as a resolution. We have asked them to acknowledge the impact on Mrs I and her family. We have also asked the Trust to make clear what actions they have, or will, take to improve their service.

4. We will explain our reasons for our decision in this statement and have set out the actions the Trust has agreed to take to resolve this complaint at the end of our consideration.

5. Complaints give us valuable insight into the organisations we investigate, so we would like to thank Mrs I for sharing her experience with us. We understand it would have been difficult to talk about Mrs A’s death and the failings they experienced in the service provided by the Trust.