Ms W complained about the care and treatment she received while in hospital, and about the attitude and conduct of some staff members.
What happened
Ms W was admitted to hospital very unwell. Staff undertook a procedure that Ms W believed caused her permanent damage. She was also worried about other aspects of her care and treatment such as medication and the conduct of nursing staff.
What we found
There was evidence of failings in the care and treatment Ms W received and poor conduct on the part of one nurse. However, we concluded that the Trust had taken the appropriate action to put things right.
We were unable to substantiate one aspect of Ms W's complaint because the Trust could not provide the relevant medical records.
Putting it right
The Trust apologised to Ms W for the fact that its error in losing some records meant that she could not receive a full response to part of her complaint.
Royal Free London NHS Foundation Trust
Greater London
Did not apologise properly or do enough to put things right
Apology