Upheld complaints - 2022

The following complaints were closed and upheld in December 2022:

• Prescribing of medication. Evidence of the error in prescribing.

The following complaints were closed and partialy upheld in December 2022:

• Poor care and treatment. Concerns regarding medication and lack of communication with family
• Lack of care and treatment. Failings in communication with the family but staff did follow process in relation to care and treatment delivered
• Unhappy with discharge from service. Telephone communication agreed to confirm discharge was not made
• Poor care and treatment on the ward, patient assaulted. Evidence of poor care and treatment
• Poor care from ward and trying to discharge too soon. Evidence that processes were not followed fully following discharge
• Medication stopped too quickly. Clinical decision in relation to medication, Trust Values also shared with staff member following review
• Lack of communication with service user. Clinical records indicate attempts were made to contact patient but did find lack of follow up.

The following complaints were closed and upheld in November 2022:

• Form given to wrong patient. Patient form contained incorrect results and documented on incorrect clinical record
• Poor treatment provided. Further appointment could not be facilitated
• Lack of treatment provided. Appointment was not available
• Unable to obtain appointment. Experienced difficulties in getting an appointment due to issues with telephone line
• Lack of communication from team. Difficulties in contacting team, staff reminded of Trust Values when speaking with service user, carers
• Lack of equitpment provided. Insufficient equipment at appointment.

The following complaints were closed and partialy upheld in November 2022:

• Concerns raised around care and treatment. Lack of support provided, adaptions to support service user prior to his appointment
• Disagreement over information kept on record. Staff member reminded of use of language within clinical notes
• Unhappy with side effects of medication. Medication provided was appropriate for service user
• Confidentiality breach. Letter was not sent direct to GP
• Poor staff attitude. Staff reminded staff member reminded of Trust Values
• Cancelled appointment. Cancelled appointment and letters not signed due to these being printed from the clinical system
• Discharge took place too early. Discharge planning process was not followed in line with expected practice
• Not enough info in assessment. Insufficient assessment.

The following complaints were closed and upheld in October 2022:

• Concerns around communication within the team. Relative should have been sent copies of patient’s correspondence and was not on a number of occasions
• Concerns around care and treatment from the team. Miscommunication from the team which resulted in no re referral
• Issues around referrals to District Nurses.There was a delay in receiving the referral and a delay in medication provided.

The following complaints were closed and partialy upheld in October 2022:

• Poor treatment from the team. Service user did receive numerous input/ opportunities; however staff did not look into the issue of waiting for psychology
• Family have raised issues about the care received by our services before family members death. Miscommunication/lack of continuity but staff had followed all processes in place and liaised with the service user
• Poor care received before family member passed away. Reviewer found that some of the patient records were poorly recorded.
• Medication and prescribing concerns. The reviewer found there was lack of communication at times and lack of documentation
• Care and treatment were poor as well as staff attitude. Due to the environmental layout privacy was compromised but staff followed protocol in applying the registration /booking in process
• Difficulty booking appointment. Established delays did occur when answering the phone due to team capacity
• Poor communication. The reviewer found that process was followed but was a lack of communication at times with the family.
• Staff behaviour. Allegations should of been documented on incident system
• Lack of care and treatment. Delay in obtaining an appointment due to team capacity.

The following complaints were closed and partly upheld in September 2022:

• Several concerns about the district nursing team were partially upheld because of a lack of communication with family
• Concerns about the care and treatment were partially upheld after it was found the patient was 

  seen within the planned time and appointments were booked and cancelled several times

• Another family had concerns about medication and contact from the team, which was partially upheld and a review of duty system began

• A family raised concerns about patient's care and treatment which was partiallly upheld due to a lack of communication with the family

• Unhappiness with the outcome of a referral to ASD/sensory service was partially upheld and services are to ensure they include clear information about what to expect and the opportunity to discuss these with parents/families

• Delays in receiving therapy caused a complaint to be partially upheld about the care and treatment being received from several teams

• Patients complaint about current staffing levels was partially upheld after activities were unable to take place because of it

• Another complaint about staffing levels affecting patient care was partially upheld because there was a short period where activities could not take place becuase of staffing levels

• Patient's complaint about being assaulted by another patient was partially upheld because it did not trigger a safeguarding referral but this has now been shared with the safeguarding team

• Complaint about care and treatment was partially upheld as arrangements for therapy sessions were not arranged via normal process and the Trust apologised for issues with therapist

• A service user raised concerns regarding the ending of treatment with Talk Liverpool, whcih was partially upheld due to a lack of correspondance 

• Patient was transferred to another ward and the family were not informed. Their complaint was partially upheld because there was no consent to share this information with parents..

• Patient's complaint was partially upheld because they were unhappy that information had been shared with employer

• Patient raised various concerns about his stay on the ward which was partially upheld because he was unable to visit the gym because of reduced staffing

• A complaint was partially upheld due to a lack of communication with family and the appointment was arranged during school time

• Patient was concerned they had not been assessed properly and as a result developed medication induced bipolar disorder, a complaint which was partially upheld because completed biopsychosocial assessment was limited.

The following complaints were closed and upheld in August 2022:

• A complaint was upheld about the conduct of a district nurse after it was found staff did not follow Trust values and there was a lack of communication with the family. An apology was given
• Another complaint was upheld aftger staff did not recognise in the last weeks of life or respond to the family in relation to the decline in function which delayed referrals, with insufficient information, to support the patient at home
• There was a compaint about the complaints process which was upheld after it took longer than expected. An apology was given..

The following complaints were closed and upheld/partly upheld in July 2022:

• A complaint was made about staff following a review. It was found the consultant did not communicate appropriately with the patient and had recorded inaccurate information and missed details
• There were several concerns about the district nurse team which were partially upheld due to lack of communication with family
• One patient's care and treatment from the team was reported and partially upheld as they were seen within planned time of four months while appointments were booked and cancelled several times
• A complaint was partially upheld concering medication and contact from the team
• A patient's family raised concerns about their care and treatment which was partially upheld
• A patient complained about the outcome of their referral to Autism Spectrum Disorder/sensory service which was partially upheld
• Another patient raised concerns about their care and treatment received from several teams which was partially upheld due to the delay in receiving therapy
• There wsa a partially upheld complaint from a patient who was unhappy with current staffing levels
• Another complaint about staffing levels affected patient care, including no Skype visit for parent. This was again partially upheld due to no therapeutic input for the patient.
• A complaint was partially upheld after a patient reported they had been assaulted by another patient.

The following complaints were closed and upheld/partly upheld in June 2022:

• Thnere was a complaint about access delay over a GP's referral which was upheld
• A further complaint about missing property was upheld
• There were concerns about a member of staff terminating a call
• A parent's complaint was partially upheld because a Health Visitor was supposed to refer her son in March 2020 to an eye specialist
• Concerns about a father's concerns access to services was partially upheld
• A patient's complaint that a district nurse had refused to see them at home was partially upheld. This followed the introduction of Mersey Care's reduction of violence of aggression policy however this was not consistent thoughout the patient journey
• A patient's daughter complained that the visiting clinician lacked humanity and empathy, which was partially upheld
• The Hospice staff complained that a service user was admitted without any communication or paperwork from the district nursing team, which was partially upheld
• A patient's complaint regarding several issues relating to a stay on the ward was partially upheld
• A complaint was partially upheld from a patient concerned about a reduced service being offered.

The following complaints were closed and upheld/partly upheld in May 2022:

• A patient's son raised concerns regarding the treatment his mother received and that she was discharged, even though her records stated she was housebound. The complaint was upheld and it was found that staff did not communicate with her GP and did not follow standard procedures following a failed visit
• A complaint was made that their daughter had been given a COVID-19 vaccine without consent, which was upheld because parental consent was not in place at the time the vaccination was administered
• A shaver could not be located
• There was a complaint about the attitude of a locum consultant on the ward. It was found there were failings and the locum agency is taking this forward
• A complaint was partially upheld about communication regarding care and treatment
• Another complaint was partially upheld due to a lack of communication with the patient while not all information was shared at handover
• There was a partially upheld complaint regardign a patient's concerns around her dignity and respect. It was found incorrect information had been included in her discharge plan
• A patient was unhappy with the services offered, which was partially upheld because of a lack of communication with the patient
• A complaint was partially upheld about care and treatment because there was a lack of communication and a delay in therapy
• A patient's complaint about being discharged too soon was partially upheld 
• Another complaint from a patient about being discharded inappropriately was partially upheld
• A parent complained their child was weighed and measured without their consent. This was partially upheld because of a lack of communication from the service with the family.
• A complaint from a patient about their life on the ward was partially upheld because of access to acticvities due to the pandemic.

The following complaints were closed and upheld/partly upheld in April 2022:

• Property blinds were damaged. The Trust made an ex-gratia payment.
• Complaint was made about staff attitude in giving information to children by our Child and Adolescant Mental Health Services
• A complaint about breach of GDPR was partially upheld
• There was a complaint about contacting district nurses out of hours or on bank holidays that was partially upheld
• A patient complained after a blood test left her arm swollen and sore, which was partially upheld
• A complaint was partially upheld by a patient who had to wait for an appointment and was then seen by a clinician unknown to them 
• The wife of a patient was unhappy a care plan not approved by her has been added to her husband's record, which was partially upheld
• A Mum was unhappy because there was a lack of treatment available to help with her son's eating, which was partially upheld
• Parents were concerned their son was not being seen or assessed by services, which was partially upheld.