Mr K was taken to A&E after he was found unconscious. He believes he had property when he arrived in A&E and it was lost during his stay. The Trust said he did not have the property when he was at the Trust.
What happened
Mr K went to A&E after he was found unconscious in the street with a head injury. He was taken to the Trust in an ambulance. Mr K left the Trust the following morning without his jacket, glasses and mobile phone. Mr K believed he had these belongings while he was in A&E. The Trust said he arrived without a jacket and it had no record of his glasses or mobile phone, although one member of staff said she thought she remembered seeing him with a mobile phone.
What we found
We partly upheld this complaint. There were no failings in how the Trust managed Mr K's belongings. However, when Mr K complained to it about his missing property, it missed an opportunity to access CCTV footage to resolve this complaint one way or another, although Mr K had asked it to do this.
Putting it right
The Trust apologised to Mr K for the missed opportunity to give him answers, and reviewed its approach to complaint handling to make sure it accessed CCTV if this was available and would help deal with a complaint, in future.
St Helens and Knowsley Teaching Hospitals NHS Trust
Cheshire
Did not apologise properly or do enough to put things right
Apology
Recommendation to change policy or procedure