Impact of significant delays between hospital review appointments

What happened

The consultant, Mr B, saw Mr A, and an MRI scan was carried out two months later. Mr A was not able to get a prompt review with Mr B and paid to see him privately for the results of the scan. Mr B made an initial diagnosis of facial migraine and unusual facial pain.

Following a further extensive delay in the next appointment with Mr B, Mr A's GP referred him to a neurologist, who diagnosed cluster headaches.

Mr A complained about the delays and that he felt compelled to see the consultant on a private basis, which cost him money. He also complained that Mr B did not diagnose his cluster headaches and prescribed medication that made his symptoms worse.

Mr A said that appropriate treatment was delayed and this left him in extreme pain. Mr A also complained about how the Trust handled his complaint and delays.

What we found

The treatment provided was mainly reasonable. Although the delays between review appointments were unacceptable, we could not know what might have happened if more timely review appointments had been arranged. However, there was a missed opportunity for Mr B to explore the initial diagnosis and to make an earlier referral for Mr A to a specialty where he has now received help.

The key issue was the delay in review appointments, which was completely outside Mr B's control. Complaint handling was also poor. The Trust had acknowledged this but we found that the Trust's actions did not go far enough to remedy the injustice to Mr A.

Putting it right

The Trust apologised further to Mr A and paid him a total of £1,400, including £150 to reimburse the cost of the private fee and £250 for poor complaint handling. The Trust complied with our recommendations.