Ms L suffered from facial pain which went undiagnosed and untreated for twelve years despite her repeatedly seeking help from the Trust during that time.
What happened
Ms L first went to the Trust in 1997 because she had severe and unrelenting facial pain. She attended appointments many times between 1997 and 2012. During that time, the Trust treated her pain conservatively, but despite Ms L repeatedly asking for an MRI scan, staff did not arrange this until she insisted on it in 2012.
The MRI scan diagnosed the cause of her facial pain and doctors then referred her for treatment. She had surgery that resolved the pain. Until this time, the pain affected Ms L's quality of life and her ability to manage everyday tasks.
What we found
The Trust acted unreasonably in not seeking an MRI scan earlier. While initially the clinical indications were for conservative treatment, staff should have carried out an MRI scan in 2000.
Twelve further years was an unreasonably long period of time not to have arranged an MRI scan so that staff could try to diagnose the unresolved pain. This contributed to Ms L's unnecessary suffering during that period.
Putting it right
The Trust apologised for the delay and wrote to Ms L to explain what action it had taken to remedy this for future patients. It also paid her £750 in recognition of the pain and distress the delay caused.
Isle of Wight NHS Trust
Isle of Wight
Not applicable
Apology
Compensation for non-financial loss
Recommendation to learn lessons or draw up an action plan