Ref SDU Team Site Details Of Complaint Outcome Upheld 15/16/0156 Children, Young People And Families. Vale of Evesham School. Isaac Maddox House CYPF

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1 Complaints closed in March 2016 Ref SDU Team Site Details Of Complaint Outcome 15/16/0156 Children, Young People And Families Special School Nursing Vale of Evesham Vale of Evesham School 15/16/0537 Children, Young People And Families 15/16/0711 Care North 15/16/0721 Learning Disabilities Paediatric Speech and Language Therapy Worcester District Nursing Barnt Green Worcester And Droitwich Learning Disability Team Isaac Maddox House CYPF Princess Of Wales Hospital CCN County Hall LD The parents of a patient raised further concern about a school nurse following receipt of the chief executive's response. Parents of a patient raised further concerns as the actions that had been agreed previously had not taken place. Patient raised concern regarding the timing of visits that they had received from the District Nursing Team. Brother of patient raised questions about their sister's finances. It was explained that the case had been reviewed and the findings concluded that the care provided had fell below the standard we would have expected and a number of actions were implemented as a result. An apology was provided for the fact that communication had not happened in a timelier manner. Assured that in future staff will follow up with a letter if they are unable to contact patients by telephone. It was acknowledged that the patient had experienced a delay in being seen and that the timing of the visits had been late in the day. An apology was provided for the patient's experience. It was explained that as the patient had sadly passed away their bank books were being held by Worcestershire County Council for safekeeping and these would now be sent. Partially

2 15/16/0778 Adult Mental 15/16/0779 Care South 15/16/0813 Adult Mental 15/16/0825 Learning Disabilities Enhanced Care Team Evesham/Pershore Evesham Adult Mental Team Malvern and Wychavon Learning Disability Team Robertson Centre AMH Evesham Hospital CC Waterside County Hall LD Patient was unhappy with a member of staff's attitude towards them during an assessment at the Robertson Centre. Patient's wife raised further concerns regarding the attitude of the staff member. Patient raised further concern in regard to their discharge from services. Patient's mother raised concern in regard to her son's shared lives placement and that she had raised her concerns with the social workers within the Learning Disabilities Team, however did not feel that the concerns had been acted on. Assured that the complaint had been raised with the staff members involved who confirmed that they had not conducted themselves in the manner that had been described by the patient. Assurance was offered that the feedback had been discussed with staff involved who agreed that they would reflect on how they communicate in the future. It was explained that the service was unable to keep them open to the team indefinitely. However, assurance was provided that the patient could be re-referred if required. Assurance was provided that actions had been taken by the staff involved at the time and a timeline was provided. Partially

3 15/16/0836 Adult Mental 15/16/0841 Adult Mental 15/16/0858 Children, Young People And Families 15/16/0891 Adult Mental Worcester Worcester Paediatric Physiotherapy Worcester Wulstan Unit Wulstan Unit Centre CYPF Wulstan Unit Patient raised concern that the staff member did not turn up for the scheduled appointment Patient raised concerns in regard to the y Minds service and requested a letter stating a diagnosis and referral to a psychotherapist. Patient wished to discuss his concerns with a manager. Patient's parents raised concern that paediatric physiotherapy and occupational therapy services had been withheld. Patient raised concern in regard to the waiting time to receive an appointment with the y Minds service. The Chief Executive apologised that the staff member had not attended the scheduled appointment and it was explained that this was due to human error. As a result, the staff member has changed the way that they book appointments. Patient contacted the Patient Relations Team and advised that they no longer wished to pursue any of their concerns. Assurances were offered that this was not the case and an outline of the services that had been provided to the patient was outlined, together with an explanation of the roles of the services. It was acknowledged that there is a waiting time to be able to access the service. However, following the feedback the service will now consider how they maintain contact with patients who are on the waiting list. Partially Partially

4 15/16/0892 Adult Mental 15/16/0898 Care South 15/16/0901 Adult Mental 15/16/0904 Adult Mental Worcester Adult Mental Team Enhanced Care Team Worcester - Warndon Worcester Worcester Adult Mental Team Studdert Kennedy House AMH Warndon Clinic Wulstan Unit Studdert Kennedy House AMH Patient raised concern in regard to the way they were spoken to by a staff member. Patient had an appointment with the mental health team however they were unable to attend due to ill health and a voic message was left with the team. However the message was not passed on, so the clinician rang to see where the patient was. Concern that confidential information had been breached and shared. Advocate raised a number of concerns regarding the care, treatment and services that the patient has received. An explanation was offered as to the reasons why the staff member had asked the questions and that given the circumstances they were appropriate. It was explained that there had been a fault with the telephone lines which had resulted in messages not being received. An apology was provided for any upset that this had caused. Assured that this issue had been thoroughly investigated however the findings were unable to conclude whether a breach had occurred A detailed response was provided in response to the questions that had been raised about the previous care and treatment that had been provided. An explanation was offered for the reasons that decisions had been made.

5 15/16/0918 Care North 15/16/0935 Adult Mental 15/16/0973 Care North 15/16/0974 Children, Young People And Families District Nurses Holt Ward Stroke Team Child and Adolescent Menta Service Tier3 Redditch & Bromsgrove Centre CC Holt Ward Princess Of Wales Hospital CCN Pear Tree Clinic Son raised concern that they had been unable to contact the night District Nursing team by telephone for assistance. Patient shared concern that they had lost their dentures whilst being transferred between wards and had slipped over. Number of serious allegations made against the nursing staff at Princess of Wales Hospital. Patient's grandparents raised concern in regard to the actions of a member of staff from the service in regard to a referral to children's services. An apology was offered for the fact that there had been an error with the telephone lines which had resulted in the patient's family being unable to contact the service. Assured that if a similar situation occurs in the future, vulnerable patients will be contacted to explain who they can contact should the need arise. An apology was provided for the fact that the dentures could not be found as it was unclear as to how this had happened. In respect of the fall, this had not been witnessed by staff however there was a difference of opinion with another patient as to what happened. Although the complaint received was anonymous, the issues had been investigated and staff had been spoken to. Assurances were provided in regards to the nursing care provided. Service met with the complainant and resolved the issues that were raised.

6 15/16/0982 Care North 15/16/0986 Care South 15/16/P0149 Specialist 15/16/P0154 Specialist 15/16/P0158 Specialist Minor Injuries Unit Occupational Therapy Pershore Long Lartin Hewell Princess Of Wales Hospital CCN Queen Elizabeth House Long Lartin Hewell A number of questions were raised regarding the advice that had been given during an attendance at the Minor Injury Unit. Daughter in law of a patient raised concern the attitude of a member of staff and outcome of an occupational therapy assessment. Patient wished to receive documentation from the Head of care stating that they should be placed on the ground floor. Patient raised further concern in regard to receiving trainers that were to be sent to him by his family. Patient raised concern in regard to the delay they had experienced in receiving treatment after they broke their hand. It was explained that appropriate advice had been offered as the patient had presented at MIU with a head injury and therefore needed to attend an Accident and Emergency Department. An explanation was provided in regard to the assessments that were undertaken in 2011 and 2016 for the patient and as the patient was able to climb the stairs on her own, a stair lift was not required. Assurance was offered that the care Team had already liaised with the Prison at the request of the patient. It was explained that following his appointment with the podiatrist, the patient could order trainers a size larger from the prison that would assist with his feet. It was explained that the patient had experienced a delay due to their behaviour and the threats that they had made.

7 15/16/P0159 Specialist 15/16/P0160 Specialist 15/16/P0163 Specialist 15/16/P0164 Specialist Hewell Hewell Patient raised a number of concerns including not receiving pain relief and delay in receiving treatment for a broken foot. Patient raised a number of concerns in regard to a doctor stopping his medication and advising he is 'fit for work' without consulting him. Patient requested support from healthcare to receive a comfortable chair, body warmer and trainers for their feet. Patient raised concerns regarding cancelled appointments, still waiting for a second opinion and not finding a resolution to their health problems. An outline of appointments was shared and it was noted that the patient had not wished to accept the advice for them to receive an x-ray. It was explained that the medication the patient was previously taking was no longer being produced and a new medication was issued. However, this was stopped for the patient's safety as they were found to be taking illicit substances and the GP advised that he could undertake light work. They were advised that the issues relating to the chair and body warmer were Prison issues, however the trainers had now been provided. Assurances were provided in regards to the treatment that had been offered to the patient and advised that only one appointment had been cancelled due to the staff member being unavailable.

8 15/16/P0167 Specialist 15/16/P0169 Specialist Long Lartin Long Lartin Patient was unhappy that they had not received their medication. Patient raised concern in regard to their swollen leg and advised that they required hospital treatment for this. It was explained that the patient had not wished to accept their medication in line with the medicines management policy, however they were encouraged to see the General Practitioner if they now wished to receive medication. Assurance was provided that the patient has attended two hospital appointments in regard to his leg and they were monitoring his care.