P-005498: Oxleas NHS Foundation Trust

Topics and themes

3 PHSO issues

PHSO issue classifications

Treatment
Diagnosis
Record keeping and management

Outcome

AI summary

Closed. The ombudsman decided not to take further action as the requested outcomes, such as private therapy or care transfer, were beyond its scope to achieve.

The complaint

3. Ms G complains about aspects of the care and treatment provided by the Trust between 2020 and 2025. Her concerns broadly relate to:

• How the Trust assessed, planned, and delivered her mental health care and treatment • How the Trust communicated with her and involved her in decisions about her diagnosis • How her concerns and complaints were recorded and responded to • The accuracy of her medical records.

4. Ms G says the failings have had a significant impact on her health, wellbeing, and personal circumstances.

5. Ms G would like the Trust to commission private therapy or transfer her care to another provider.

Findings

7. In deciding whether to investigate her concerns in detail, we have considered whether it would be proportionate for us to do so, and whether an investigation could achieve the outcomes Ms G is seeking.

8. We have carefully considered Ms G’s complaint and the outcomes she is seeking. Ms G told us she would like her care to be transferred to another NHS trust or for the Trust to commission private specialist, trauma focused therapy. We acknowledge Ms G’s view that her needs could best be met by another NHS Trust or by privately commissioned therapy.

9. We have explained to Ms G that the outcomes we can achieve through our process can include apologies, service improvements, or payment of a financial remedy. In some cases, we can recommend organisations look at decisions again if it is clear it has made mistakes.

10. We can only proceed with an investigation where we are satisfied there is realistic prospect of it leading to a meaningful remedy. We cannot intervene in a person’s clinical care or ask an organisation to make certain decisions about an individual’s future care arrangements. This means we are unable to achieve the outcome Ms G is seeking. For this reason, we will take no further action with Ms G’s complaint.

PHSO decision

1. We have carefully considered Ms G’s complaint about the Trust. We recognise how important the complaint is to her and the effort she has made to share her experience with us.

2. We can only proceed with an investigation where we are satisfied there is realistic prospect of it leading to a meaningful remedy. As we are unable to achieve the outcomes Ms G is seeking, we have decided to take no further action with her complaint.