Trust lost clinical records

What happened

Mrs T had a car accident and was taken to A&E by ambulance. She complained to us that she was left untreated on a trolley, her facial injuries were not treated properly, a radiographer treated her disrespectfully and she was discharged prematurely and without sufficient medical advice. She said that following her discharge she was left in considerable pain and unable to look after herself.

What we found

We partly upheld this complaint. The Trust had lost Mrs T's clinical records relating to her treatment in A&E. Because of this, our investigation was limited and we were unable to uphold any of her original complaints. We considered, however, that the loss of the records was an error in itself. This caused her injustice because she was not able to receive a conclusive independent investigation into her complaint.

Putting it right

The Trust apologised to Mrs T for the failings we found and paid her £150 in recognition of the fact that she was not able to have a full and independent investigation into her complaint.