Trust delayed arranging surgery

What happened

Mrs G, who was in her sixties, was referred to a general surgeon for her bowel problems in winter 2011. The Trust put her on a waiting list for bowel surgery in the next month, but surgery scheduled for summer 2012 was cancelled and the Trust did not arrange another date.

Mrs G went into hospital as an emergency with bowel problems in summer and autumn 2012 because she had still not had the surgery she needed. When clinicians finally carried out the surgery in autumn 2012, it was a complex operation which then necessitated further surgery at a later date.

What we found

There were significant delays in arranging surgery and updating Mrs G about this. Mrs G was in great discomfort while she waited for her surgery, and she had to be admitted to hospital twice as an emergency. She had to have complex surgery that might not have been necessary if surgery had taken place within a reasonable time. She then had to have a second operation.

The Trust's handling of the complaint was also poor and did not address the failings that occurred.

Putting it right

The Trust wrote to Mrs G acknowledging the faults in her care and treatment that we found, and apologising for them. It drew up an action plan that addressed all the faults it had not then addressed, and paid Mrs G over £2,000 in recognition of the failings in her care and the additional distress and pain caused by this.