Home > Publications > Selected Cases > Selected Investigations Completed December 2002March 2003 > Case no. E.792/01-02
Complaint against West Middlesex University Hospital NHS Trust
Summary of Case
Following the death of her husband Mrs A complained to the Trust about the care he had received. An independent review (IR) considered the medical and nursing care Mr A had received and the Trust’s handling of Mrs A’s complaint. Mrs A was not satisfied that the Trust’s response took sufficient account of the conclusions and recommendations of the IR. The Ombudsman considered the Trust’s initial response to Mrs A and found that it failed to address a number of recommendations made by the panel. However, in responding to the Ombudsman, the Trust’s new chief executive apologised, acknowledged that the initial response was insufficient, and provided greater detail of the action proposed. The Ombudsman criticised the Trust for failing to address three of the key recommendations in the initial response, including the recommendation that the Trust apologise to Mrs A. The Ombudsman also found that, while the Trust had since provided details of the action proposed with regard to the outstanding recommendations, there were a number of recommendations that remained unanswered. To that extent the Ombudsman upheld the complaint. The Trust apologised and agreed to provide Mrs A with the relevant outstanding explanations and information.
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