University Hospitals of Leicester NHS Trust

4. Mrs O complains the Trust has not provided evidence of the implemented change of procedure and learning it outlined in its complaint response of 16 May 2024. She complains the Trust:

• has not provided an update after it said it would present the incident to the Morbidity and Mortality meeting • has not asked the opinion of a senior regarding what, if any impact would be, from providing Mr Y with more frequent medication • has not provided an update regarding the discussion the Trust said it would have in relation to the waiting time in the Emergency Department for cardiology beds in an attempt to find a better solution for care • has not provided evidence to show it has created a letter outlining the family’s options once the coroner’s decision is made.

5. Mrs O says that not knowing if the Trust has implemented changes to rectify the failings in her father’s care causes her further distress and upset.

6. As a result of her complaint, Mrs O would like an apology from the Trust for the length of time she has been waiting for an update, and notification of the outcomes and service improvements resulting from the actions the Trust said it would complete as the result of her complaint.

9. Mrs O complains that following the Trust’s response to her complaint on 16 May 2024, it has not provided her with assurances it has implemented the actions it outlined to remedy the failings the Trust identified during its investigation.

10. We contacted the Trust and explained the resolution Mrs O wanted. The Trust told us it will provide Mrs O with a further response, including an apology and an action plan of what it has done to improve its services.

11. Our Principles for Remedy outline the public body should take steps to provide an appropriate remedy to the complaint.

12. As the Trust has agreed to complete the outcomes Mrs O wanted from bringing her complaint to us, we consider the actions proportionate to resolve the matter. We will therefore take no further action. We understand that the complaint is very important to Mrs O, and we thank her for bringing her concerns to our attention.

1. We have carefully considered Mrs O’s complaint about the Trust. She told us she has not received any evidence the Trust has made all the changes it said it would within its complaint response of 16 May 2024. We are sorry to hear about the ongoing upset this has caused her.

2. The Trust has agreed to send Mrs O a letter and action plan following the actions it identified in its complaint response and any additional action it has taken since she made her complaint. The Trust has also agreed to provide a further apology for how long she has been waiting for an update.

3. As the Trust’s actions reflect the outcomes Mrs O is seeking, we consider this achieves a satisfactory outcome for Mrs O.