Delays to a review meant long wait for funding

What happened

Mrs E and Mrs L complained about the way the Clinical Commissioning Group (CCG) handled a request for a review of their mother's eligibility for continuing healthcare funding.

Mrs E and Mrs L complained about delays, failure of the nurse assessor to follow the correct process, and failure to allow family members to contribute to the process. Mrs E and Mrs L also complained that the CCG did not refer the case back to NHS England.

What we found

There were failings in the way the CCG handled this case, including unnecessary delays in reassessing the case. The CCG also did not allow family members to contribute to the process. The CCG provided a reasonable response to this part of the complaint.

The CCG failed to refer the case back to NHS England. This significantly delayed the case and caused frustration and concern to Mrs E and Mrs L. The CCG had not provided a reasonable response to this part of the complaint.

Putting it right

The CCG apologised for not referring Mrs E and Mrs L's case back to NHS England. It also paid £200 compensation for the delays and frustration caused. It prioritised the retrospective review of this case.