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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Trust failed to compensate daughter for failings in her father's care

Summary 223 | June 2014

A daughter complained that her father received poor care in the final six weeks of his life.

Treatment delay, serious inconvenience, and frustration for patient

Summary 222 | June 2014

A woman with severe arthritis missed opportunities for her operations to go ahead because the Trust inaccurately recorded information and her complaint was not properly investigated.

Patient complained about attitude of receptionist and review of medication

Summary 221 | June 2014

Ms L complained the receptionist refused to issue her prescription to her and that her attitude was poor. She also complained that her medication had not been reviewed for a long time.

Maladministration in overseas visitor charges but correct decision made

Summary 220 | June 2014

Mrs D complained that she should not have been charged for maternity care and that the Trust had been harassing her for payment.

Hospital trust downgraded urgent referral for optical treatment

Summary 219 | June 2014

A patient waited four months for an urgent optical appointment.

GPs missed opportunities to refer patient to hospital under suspected cancer pathway

Summary 218 | June 2014

A GP practice failed to recognise that a man in his sixties met the criteria for a two–week cancer referral.

Trust failed to adequately monitor patient

Summary 217 | June 2014

Miss A complained that her mother, Mrs A, was not monitored for eight hours and was found unresponsive after suffering a cardiac arrest. Miss A also had some specific concerns about aspects of her mother's care and about the way in which a consultant cardiologist approached the discussion of a do not attempt resuscitation order (DNAR).

Trust failed to respond reasonably to complaint

Summary 216 | June 2014

The handling of Mr J's complaint was flawed and failed to reassure him that his concerns had been understood and addressed.

Failure in care and treatment at end of 84–year–old's life

Summary 215 | June 2014

Failure to provide appropriate end–of–life care meant that Mr F's symptoms were not as well controlled as they should have been. Poor communication caused his family distress, as did failures in looking after his belongings.

Community healthcare service gave insufficient physiotherapy to child with brain injury

Summary 214 | June 2014

A mother complained about the physiotherapy provided to her young daughter.