Case summaries: sharing people’s stories
These case summaries highlight some of the issues we have seen in complaints about accessible communication across different public services.
Where we found failings, we looked at how this affected the person and their families, and what the organisation needed to do to put things right.
When we make recommendations to put things right, we follow up on them until the organisation acts. This helps to make sure the same mistake does not happen again and improves public services for everyone. In the cases featured here, the organisations carried out all the actions we recommended.
We have not used people’s real names in these summaries, apart from in Jen’s and Samantha’s complaints.