NHS failed to arrange fast-track care package

What happened

Mr L had cared for his mother, Mrs L, at home for many years. Her health got worse over time, and eventually the situation began to break down as Mrs L became more dependent.

Mrs L's consultant submitted a fast-track application for continuing care funding, expecting the PCT to admit Mrs L to a nursing home within 48 hours. Mrs L's GP wrote a letter in support of the application.

The PCT did not accept the fast-track application and instead carried out a full continuing care assessment. Although the PCT told Mr L that his mother's case was at the top of the queue and it would make a decision within 48 hours of an assessment, it took three months for the PCT to decide that Mrs L was eligible for continuing care funding. Seven weeks into this period, Mrs L deteriorated so much that social services intervened and arranged for her to be admitted to a nursing home.

Mr L complained to the PCT about the failure to accept the fast‑track application and the time it took to decide that his mother was eligible.

What we found

We fully upheld the complaint. The PCT had enough information to accept the fast-track application, and this should have led to a nursing home admission within 48 hours.

The PCT then failed to carry out the full continuing care assessment quickly.

Putting it right

The PCT's successor commissioning organisation, Redbridge Clinical Commissioning Group, apologised and paid Mr L and Mrs L £4,000 each for their distress. It also paid Mr L £360 for his legal expenses.