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.

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Significant failings in how Trust monitored patient

Summary 544 | October 2014

Mr M complained about the medical and nursing care that his wife received in the Trust's hospital, and how it handled his complaint.

Trust did not arrange timely hospital admission, but this did not affect outcome

Summary 543 | October 2014

Mr F, who had severe mental and physical disabilities, became ill while living in a residential home. His condition deteriorated and he died following a hospital admission.

Error in diabetes prescription

Summary 542 | October 2014

Mr S complained that his GP Practice would not allow him to book appointments with the GP he regarded as his family doctor when he needed them. He also said the Practice's systems for allocating appointments and home visits were not fit for purpose. Mr S also complained that the Practice made mistakes in his prescription and he then received the wrong type of insulin.

Trust took too long to respond to complaint

Summary 541 | October 2014

A man with a sleeping disorder had to wait several months for a response to his complaints.

GP complained about trust's investigation

Summary 540 | October 2014

A GP complained to us that the Trust's investigation of delays in diagnosing a patient with cancer suggested that the GP was also partly responsible for the failings identified.

Nursing staff did not monitor older patient, who then suffered a pressure sore

Summary 539 | October 2014

Mrs G went into hospital with low fluid intake and chest problems. During her stay, Mrs G developed a pressure sore and her condition deteriorated. When she was discharged, she had to go into a nursing home rather than her previous residential home.

A dental practice failed to give appropriate treatment

Summary 538 | October 2014

Mr G's onlay fell out. An onlay is a filling made of a solid substance fitted to a cavity or gap in a tooth that covers the tooth's biting surface.

Dentist did not offer patient NHS treatment and NHS England did not resolve the complaint

Summary 537 | October 2014

Mrs W's dentist only gave her an option of private treatment when she was entitled to NHS treatment. NHS England could have done more when it investigated the matter.

Older woman took steroids for too long after delay in follow up

Summary 536 | October 2014

Mrs Y had been suffering from headaches. She went to A&E at the local Trust in spring 2013, after a call from her out–of–hours doctor warned her about worrying blood test results.

Poor discharge arrangements for terminally ill patient

Summary 535 | October 2014

A daughter complained that her mother, Mrs G, was inappropriately transferred from hospital to a nursing home when she was too unwell.