A practice in the Norwich area

4. Mrs H says the Practice failed to provide her husband with enough mental health support and this impacts her health as well as a carer.

5. Mrs H says the Practice’s failings have:

• made her and her husband feel discriminated against, and it impacts the counselling they are having • made her upset and unhappy, as she struggles being a carer.

6. By bringing this complaint to us, Mrs H would like the Practice to improve its service and give her clear, transparent guidance on options available for her and her husband for their mental health needs.

7. Mrs H requested a psychotherapy referral for her husband. The Practice told her long-term psychotherapy is not available on the NHS in her area and advised her alternative mental health services were available.

8. Mrs H told us she and her husband have been offered services from the Practice’s mental health team. However, based on how severe her husband’s mental health needs are, she does not consider this level of support meets his needs anymore.

10. Before we decide if we should conduct a detailed investigation of a complaint, we look at whether we can resolve a case. Following our contact with the Practice about Mrs H’s complaint, we have agreed what we consider a satisfactory resolution on her case.

11. In considering remedy, we have regard for the outcome the complainant is seeking. We explained what Mrs H wants in paragraph six. We are sorry she considers the Practice’s responses so far have not clearly explained the mental health service options available to her and her husband.

12. Following our correspondence with the Practice, it agreed to write to Mrs H again about these options.

13. In its letter, the Practice explained the range of NHS mental health services and which organisations provide them in Mrs H’s area. It explained which services are and are not available to her husband, and how to go about accessing them. For example, clarifying whether he can make self-referrals or he needs a GP to refer him to a service.

14. This is the kind of guidance and information we explained Mrs H wanted in paragraph six. As the Practice has provided the information and guidance Mrs H seeks, there is no further action we would expect it to take. For this reason, we have decided not to consider her complaint further.

15. We thank Mrs H for taking the time and the effort to bring her complaint to our attention. We hope the resolution we have agreed enables her husband to access the care he needs.

1. We have carefully considered Mrs H’s complaint about the Practice. Mrs H told us the Practice is not supporting her husband’s mental health needs. We are sorry to hear this caused her and husband to struggle with their mental health. We recognise this has been a worrying and stressful time for them which they want resolved.

2. We have agreed some action with the Practice to resolve Mrs H’s complaint. Mrs H told us, as an outcome to her complaint, she wanted the Practice to provide clear and transparent guidance on services available to Mrs H and her husband to support their mental health needs. The Practice has agreed to do this.

3. Based on the action the Practice is taking, we are satisfied Mrs H’s complaint has been resolved and we will take no further action. We hope the resolution we have agreed enables Mrs H and her husband to access the care and support they want.