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Case summaries

These short, anonymised stories show the profound impact that failures in public services can have on the lives of individuals and their families.

Please note we have not published any new case summaries on this page since 2015. In April 2021 we began publishing our casework decision statements and investigation reports on our decisions portal. 

 

Type
Type
Health cases only
Poor communication about waiting times for surgery
Summary 557 |
Mr J complained that the Treatment Centre, which was run by Care UK, an independent provider of health and social care, failed to give him a date for his hernia surgery, although he contacted it several times. He was in such pain that he had the operation privately. He wanted the Treatment Centre to improve its communication and to refund the cost of the surgery. He also raised concerns about how the Clinical Commissioning Group (CCG) handled his complaint.
Trust did not look at a preoperative assessment, which delayed a surgical procedure and distressed a patient
Summary 555 |
The Trust did not take account of information Miss P gave in her preoperative assessment and this delayed her procedure. Miss P says this caused her great distress and that she had to leave the Trust without having the procedure. Ms P feels that the Trust did not deal with her compassionately or sensitively, considering that her partner had recently passed away.