Kelsey was diagnosed with corticobasal degeneration (CBD), a condition that progressively affects movement, speech, memory, and swallowing. The patient’s partner Tom was the person who was raising the complaint, they also served as the patient’s caregiver.
They received some support through NHS Continuing Health Care (CHC). The Integrated Care Board (ICB) assessed both the patient's condition and the care they were receiving. During the assessment, it was anticipated that Kelsey's condition would rapidly decline within a matter of months. In the following months her mobility worsened, and Tom required additional assistance to care for her.
It was agreed that while their home was being adapted with equipment to accommodate the Kelsey's increased care needs, she would be temporarily transferred to a care home. Unfortunately, while in the care home, her condition deteriorated rapidly. Kelsey was later discharged and returned home, where their GP visited and placed them on end-of-life care. Sadly, she passed away shortly thereafter.
Tom later raised concerns about the quality of care and treatment Kelsey received while at the care home and wished to file a complaint.
A People First advocate supported Tom throughout the NHS complaints process; this involved drafting a letter of complaint for the customer, providing support with Local Resolution (stage 1) and also making a referral to stage 2 of the process (Ombudsman (PHSO)- Independent Review.
The complaint progressed to stage 2 (PHSO) of the NHS complaints process. The PHSO found that the Care Home failed to accurately complete the patient’s medical records and provide them with the correct care and treatment.
As a result of the independent review the PHSO asked the Care Home to write to the customer to acknowledge the failings identified and apologise for the impact arising from them. They also asked the Care Home to pay the customer compensation which was paid out.
Tom expressed to the advocate the need for help and support during the NHS complaints process. With the advocate's assistance, he was able to navigate the correct procedures and had someone to help articulate their concerns, which provided essential support during a challenging and emotional time. Tom believed he would have struggled to manage the complaint independently and found the advocate’s support to be invaluable.
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