Trust had already apologised for delays and poor cleanliness

What happened

Ms S went to hospital (part of the Trust) because of a persistent headache. She had various tests and was discharged the next day when doctors diagnosed a possible viral illness.

Ms S complained about delays in admitting her to a ward (she waited on a trolley for 11 hours), communication, staff attitude and cleanliness. The Trust recognised that there were some failings in care and apologised to Ms S at a meeting about these problems.

Ms S remained dissatisfied with the Trust's response and brought her complaint to us.

What we found

We did not uphold Ms S's complaint. Although there were failings in relation to delays and cleanliness, we did not find these had any significant impact on Ms S. We were satisfied that the Trust had already taken appropriate action to respond to her complaint.