Inadequate pressure area care and poor complaint handling

What happened

Mr E (Mrs E's husband) went into hospital in late summer 2010 because he had collapsed several times at home. Doctors carried out a number of tests, but could not find the cause of his symptoms.

Staff transferred Mr E to another hospital trust for more tests. Clinicians at the other trust diagnosed him with an infection in his spine. In spring 2011, Mr E went back to the Trust. He developed pressure sores during this second admission.

What we found

After Mr E's admission in late summer 2010, the Trust carried out appropriate and timely investigations, and referred Mr E, when necessary, to another trust.

Most of the nursing care Mr E received his second time in hospital was adequate. However, nurses did not give enough pressure area care. The Trust's response to Mrs E's complaint about her husband's pressure sore care was inadequate.

If the service failure had not happened, it is likely Mr E would not have developed pressure sores, and the sores were unlikely to have degraded as much as they did. Mr E also had a long recovery time.

Mr and Mrs E were distressed by their experiences, and this was made worse by the Trust's inadequate complaint handling.

Putting it right

The Trust apologised to Mrs E and paid her £1,000 compensation. It also agreed to develop plans to stop the failings identified recurring.