Delayed diagnosis of cleft palate in three–year–old girl with speech problems

What happened

Mrs N's three–year–old daughter, R, was referred to the ear, nose and throat department at the Trust with problems related to the sound of her speech. After three outpatient appointments at the Trust over the course of five months, a speech and language therapist from a different NHS organisation referred R to a lead speech and language therapist in the regional cleft lip and palate service at a different trust. R was then diagnosed with a cleft palate, for which she has had to undergo surgery.

What we found

The Trust failed to arrange relevant investigations and assessments to identify the cause of R's persistent speech problems. We concluded that R's cleft palate could have been diagnosed and treated at an earlier stage. These delays would have led to R suffering some ongoing speech problems and would have affected her confidence.

In its response to her complaint, the Trust did not explain to Mrs N what it could have done differently. In addition, Mrs N experienced unnecessary and protracted delays in the complaints process. This caused her further, unnecessary stress.

Putting it right

The Trust acknowledged and apologised for its failings, and put together an action plan that demonstrated that it had learnt from its mistakes. It paid Mrs N £1,000 as a financial remedy for the distress she experienced.