When Miss T's PIP breast implants ruptured, she approached the Trust and the Clinical Commissioning Group (CCG) to request a single mixed NHS/privately–funded procedure to remove and replace them.
What happened
Miss T was given the impression that a single mixed procedure would take place right up until the day before she was due to meet her NHS surgeon. She was then told that such a procedure was not possible because she did not meet the relevant criteria.
What we found
We looked at information from Miss T, the Trust and the CCG. We also looked at national guidelines about PIP breast implants and local guidelines about breast prosthesis removal or replacement.
The Trust and CCG had followed the relevant guidelines in deciding not to perform a single mixed procedure. However, we identified failings because Miss T was erroneously told that this procedure could be performed. We therefore partly upheld the complaint.
We also found that the CCG could have given Miss T a better complaint response rather than limiting itself to comments made previously by the Trust.
Putting it right
The CCG acknowledged and apologised for its failings and reiterated the relevant Department of Health guidance to its staff so a similar situation does not arise again.
Hillingdon CCG
Imperial College Healthcare NHS Trust
Herefordshire
Not applicable
Apology
Recommendation to learn lessons or draw up an action plan