In August 2022, the Trust let Mr O leave the treatment room and go outside without any shoes on
16. Mr R complains while his father was receiving treatment at the Trust in August 2022, staff let him leave the treatment room when he was picking him up without any shoes.
17. From the medical records, it shows Mr O attended at the Trust as a day patient for treatment in August 2022. Within the records there is no reference to Mr O leaving the unit without any shoes on or Trust staff letting him leave without any shoes on.
18. We have considered whether we would be able to reach a decision in the case. We have not found any clear evidence to support Mr R’s account. We have also considered if there is likely to be any other evidence available to us that could enable us to reach an independent view. Unfortunately, we do not think there is any other evidence we could obtain which would help us to reach a clear view, even on the balance of probabilities.
19. The evidence we rely upon are the records from the Trust and the details of the complaint Mr R has brought to us. The Trust’s records do not reflect Mr R’s account. It would not be possible for us to determine if the Trust let his father leave the hospital without any shoes on.
20. Therefore, we are unable to reach a conclusion about what happened, and we will be taking no further action with this issue.
The Trust left Mr O in unclean bed sheets, was given cold food, and was left in a room with the window open on one the coldest nights of the year
21. Mr R says the Trust during the final five weeks of his father’s life, left his father in unclean bed sheets, gave him cold food, and was left in a room with the window open on one of the coldest nights of the year.
22. The Trust within its response has explained Mr O required minimal assistance with washing and personal hygiene. The Trust has explained it has not been able to find any documentation that it left Mr O in unclean bed sheets.
23. Regarding Mr R’s concerns about the Trust serving his father cold food, the Trust explained it takes the temperature of the food at two separate occasions, before the food trolley leaves the kitchen and when it arrives on the ward. The Trust explained the meals should be over 85⁰C at the start of service. It says if this is not the case the kitchen is notified for a replacement.
24. The Trust stated in line with infection control procedures windows on the wards and side rooms will often be open throughout the day and sometimes at night, but patients are able to ask staff to close them. The Trust has apologised if this did not happen during Mr O’s stay and confirmed it has passed this feedback to the staff.
25. The records show the Trust had admitted Mr O on 7 November 2022. While on the ward there are daily notes regarding Mr O’s communication, nutrition, hydration, washing and personal hygiene. The notes detail throughout Mr O can communicate his needs and can use the call bell to request anything. The notes indicate the staff have assisted him with washing and dressing when needed or requested. The records do not indicate the Trust left Mr O in unclean bedsheets.
26. There are no notes within the records to indicate the Trust gave Mr O cold food or that he was cold during the night due to the window being left open. There is no reference within the notes to indicate Mr O complained of being served cold food or feeling cold.
27. We have two conflicting accounts of events about what was said here, and these are hard to resolve based on the evidence available.
28. We have considered whether we would be able to reach a decision regarding this issue. We have not found any clear evidence to support Mr R’s account.
29. We have carefully considered what both Mr R says and what the medical records state. Having done so, even on balance, we cannot reach a view on whether the Trust left Mr O in unclean bed sheets, was given cold food, and was left in a room with the window open on one the coldest nights of the year. This is because we have two versions of what happened and no way to determine which one is correct.
30. Therefore, we are unable to reach a conclusion about what happened, and we will be taking no further action with this issue.
The Trust incorrectly informed his father that his mother ‘did not want him to come home’
31. Mr R says the Trust incorrectly informed his father while he was in hospital that his mother did not want him home. He says this is not correct and says she could not have him home as she could not look after him herself.
32. The Trust within its response to Mr R’s complaint, stated it had spoken with staff and could not find anyone who said this comment to his father. The Trust state they acknowledge the comment would have been inappropriate and upsetting for his father to hear. The Trust has apologised if someone did make this comment to his father and are very sorry for the distress this has caused the family.
33. The records show on 5 and 7 December 2022 Trust staff spoke with Mr O’s wife, while she was visiting him. The notes record Mrs O felt she did not feel she could cope if Mr O came home.
34. On 8 December 2022 the records state Mrs O was upset, as her husband had said someone had told him she did not want him at home, and he got angry with her. The records detail the nurse explained to Mr O, she needed help to meet his needs and she was doing the best she can.
35. On 9 December 2022, the records detail the consultant spoke with Mrs O, regarding Mr O stating someone had said his wife did not want him to come home. The notes show the consultant apologised, about any miscommunication with her husband and explained this was not the situation. The notes also detail Trust staff spoke with Mr R about any miscommunication. It is recorded the Trust did not know who had said the comments and that they did not think anyone would say this.
36. The records show a ward round note of a consultation with Mr O from 9 December 2022, where the Trust explained it is not the case that his wife does not want him to come home. It details he would not have adequate care provisions at home.
37. Within the records there is no mention or note detailing any member of staff saying to Mr O that his wife did not want him to come home.
38. We have two conflicting accounts of events about what was said here, and these are hard to resolve based on the evidence available.
39. We have carefully considered what both Mr R says and what the medical records state. Having done so, even on balance, we cannot reach a view on whether any members of staff said the comments to Mr O. This is because we have two versions of what happened and no way to determine which one is correct.
40. Therefore, we are unable to reach a conclusion about what happened, and we will be taking no further action with this issue.
How the Trust communicated that his father had died
41. Before we decide if we should conduct a detailed investigation of a complaint, we look at whether there are signs the event complained about had a negative effect which the organisation has not put right. Having done so we have found the Trust has already done enough to put right the impact of these events.
42. Mr R explained when his father passed away, while the Trust called his mother, no one called him. He says when he phoned up the hospital, someone said to him ‘[Mr O] just passed’. He says the person had no empathy or compassion.
43. The Trust within its response to Mr R’s complaint regarding this issue, has said it would like to apologise for the way his father’s death was communicated to him on the phone. The Trust explained it had several permanent and temporary staff, whose first language is not English. It stated this will at times cause some communication difficulties. The Trust said it would not have been the member of staff’s intention to cause any distress or come across as unsympathetic.
44. The Trust explained Mr R’s concerns were to be discussed at its healthcare of older people governance meeting. Also, it was to share the concerns with the wider team to understand the importance of good communication at all times and as a reminder of the affect poor communication has on its recipients.
45. Our Principles of Good Complaint Handling say that to put things right organisations should provide an apology, explanation, and an acknowledgement of responsibility, as well as remedial action.
46. We can see here how this would have led to Mr R to feel distressed and possibly frustrated at the way in which he heard of his father’s death. We considered what the Trust did to try and put this right.
47. The Trust within its response to Mr R’s complaint has apologised for how it communicated his father’s death to him. The Trust has provided an explanation for what happened. The Trust has also set out actions it has taken to improve its communication. Based on this we consider the Trust has provided a remedy that is in line with our principles, and we do not believe there is anything more we could ask the Trust to do.