No failings identified in clinical care, but failings in complaint handling

What happened

Mrs P complained about the information and explanations given before and after a hysterectomy. The Trust initially explained that there were failings and a breakdown in communication. The Trust promised a further response and a personal apology from the member of staff involved. The further response from the Trust explained that there were no failings. The Trust maintained that Mrs P could still expect a personal apology.

What we found

Although Mrs P was undoubtedly confused about the procedure she received, we did not see that this was because of any failings in the information the Trust gave her.

There were failings in the Trust's complaint handling. Although it knew this would not happen, the Trust repeatedly promised Mrs P a personal apology from the clinician involved in her care.

Putting it right

Following our report, the Trust apologised to Mrs P for its failings in complaint handling. It paid her £250 for the distress its complaint handling caused, and explained what steps it would take to make sure that the failing does not happen again.