South of Scotland

Overview

The complainant (Mrs C) raised a number of issues regarding an assessment carried out by a Community Psychiatric Nurse.  Mrs C also raised issues over the subsequent investigation of her complaint by Ayrshire and Arran NHS Board.

Specific complaints and conclusions

The complaints which have been investigated are:

• (a) length of time taken of initial assessment (not upheld);
• (b) the adequacy of assessment (not upheld); and
• (c) the adequacy of investigation into complaint (not upheld).

Redress and recommendation

The Ombudsman has no recommendations to make.

Overview

The complainant raised a number of concerns about the care she received from psychiatric services in Aberdeen and Elgin.

Specific complaints and conclusions

The complaints from Ms C which have been investigated are that:

• (a) her condition was originally misdiagnosed in 1999 and continues to be so (not upheld);
• (b) she received incorrect medication which has worsened her condition (not upheld); and
• (c) the clinical judgement exercised by those involved was questionable as no regard was placed on her evolving medical history (not upheld).

Redress and Recommendation

The Ombudsman has no recommendations to make.

Overview

The complaint concerned the way in which the Highland Council (the Council) handled the complainant's Council Tax.

Specific complaints and conclusions

The complaints which have been investigated are that:

• (a) the Council sent her confusing and contradictory correspondence (upheld);
• (b) the Council refused her request to pay by equal instalments spread over 12months (not upheld);
• (c) the complainant failed to receive an amended bill dated 25May 2005 nor a reminder notice dated 24August 2005 (not upheld);
• (d) the complainant paid all the sums required of her but further payments were demanded (not upheld); and
• (e) the Council still owe the complainant £314.91 (not upheld).

Redress and recommendation

The Ombudsman recommends that the Council make an apology to the complainant for the shortcomings identified, reinforced by a payment of £100.

The Council have accepted the recommendations and will act on them accordingly.

Overview

The complaint concerned the development of a site close to an aggrieved person's home and the complainant, on his behalf, alleged that the Council provided incorrect and untimely advice with regard to planning applications and, generally handled the matter with impropriety.  As a result, an opportunity to object was denied and significant monies had been spent in trying to resolve the situation.

Specific complaints and conclusions

The complaints which have been investigated are that:

• (a) the Council failed to exert due care and attention when considering an application for outline planning permission (not upheld);
• (b) the Council failed to give proper advice on potential remedies (not upheld);
• (c) the Council failed properly to consider revoking the outline permission granted (not upheld);
• (d) the application for reserved matters was handled with impropriety (not upheld); and
• (e) the Council failed to follow their complaints procedure when dealing with the complainant's representations (not upheld).

Redress and Recommendation

The Ombudsman has no recommendations to make to the Council.

Overview

The complainant raised a number of issues regarding his treatment during and following a hospital admission.

Specific complaints and conclusions

The complaints which have been investigated are that:

• (a)  staff administered injections without the complainant's permission (not upheld); and
• (b)  staff failed to provide Mr C with home oxygen (not upheld).

Redress and recommendations

The Ombudsman has no recommendations to make.

Overview

The complainant (Mrs C) was banned indefinitely from attending a swimming pool run by South Ayrshire Council (the Council) following an incident with a swimming instructress on 9 December 2004.  Her husband, Mr C, pursued a complaint to the Council on her behalf, the outcome of which was delayed by action taken by the Instructress.  After giving written assurances, Mrs C's ban was lifted in June 2005.

Specific complaints and conclusions

The complaints from Mrs C that I have investigated are that:

(a)  the Council failed to address and properly investigate the complaint made on Mrs C's behalf against the Instructress (not upheld);

(b)  the decision to ban Mrs C from the Pool was precipitate and was taken without hearing her account (partially upheld); and

(c)  after being informed of the Procurator Fiscal's decision in relation to a report by the instructress, the Council did not re-examine conflicting accounts of members of staff relating to the incident (not upheld).

Redress and recommendation

The Ombudsman recommended that a suitably worded apology be issued in respect of the initial letter sent to Mr C and this was done before this report was published.  The Ombudsman also recommended that steps should be taken to avoid a repetition.

Overview

The complainant raised concerns about the standard of maintenance service provided for the communal landscaped area around her home.

Specific complaint and conclusion

The complaint which has been investigated is that the Association failed to provide an acceptable maintenance service for the communal landscaped area around Ms C's home (upheld).

Redress and recommendation

The Ombudsman recommends that the Housing Association ensure that the communal garden area is maintained in accordance with the terms of the ground maintenance specification.

Overview

The complainants (Mr and Mrs C) complained that, despite their paying a regular service charge, Loreburn Housing Association (the Housing Association) has failed to maintain properly the communal garden ground around their house.

Specific complaint and conclusion

The complaint which has been investigated is the failure of the Housing Association to maintain properly the communal garden ground (not upheld).

Redress and recommendations

The Ombudsman has no recommendations to make.

The complainants complained about what they considered was a lack of formal process for altering the geographic lines of planning zones in the area around their home.

Overview

The complainant raised concerns about the behaviour and attitude of a consultant.

Specific complaint and conclusion

The complaint which has been investigated is that: the Consultant conducted the clinic appointment in an inappropriate manner (no finding).

Redress and recommendation

The Ombudsman has no recommendations to make.