Dying woman did not get adequate pain relief and a trust did not fully acknowledge failings in care

What happened

Mrs M was seen and treated by two Trusts. The first Trust investigated her symptoms and worsening health over several months but did not diagnose cancer. It discharged her. Mrs M went to the second Trust shortly after, and was diagnosed with advanced lung cancer. The second Trust discharged her to a hospice, where she died.

Miss L complained about a delay in diagnosing her mother's lung cancer at the first Trust. She said this meant that Mrs M did not get palliative care as soon as she should have.

Miss L complained that the second Trust provided inadequate nursing care during the last week of Mrs M's life. As a result, Mrs M suffered unnecessary pain and discomfort. This caused Mrs M's family further distress.

Miss L also complained that both Trusts failed to address her complaints about the care provided for her mother.

What we found

We partly upheld this complaint. There were no failings in the first Trust's care or complaint handling.

There were failings in the nursing care given to Mrs M at the second Trust. As a consequence of this, Mrs M suffered unnecessary, pain, distress and loss of dignity. Her family was distressed when they witnessed this.

The second Trust failed to identify, acknowledge and apologise fully for these failings, which caused Miss L further frustration and distress.

Putting it right

The second Trust acknowledged and apologised fully for the identified failings in care and paid Miss L £1,000 to recognise the distress caused.

It drew up an action plan to address the failings.