Mr B complained about whether hip replacement surgery arranged and funded by Swansea Bay University Health Board (“the Health Board”) and performed at Nuffield Health – The Vale Hospital (“the Private Hospital”) was carried out to an appropriate standard and the subsequent aftercare.
The Ombudsman found that the prosthesis used in the hip replacement surgery was under-sized, which carried a known risk of early loosening. Whilst this risk could not be completely eliminated, measures that could have reduced the risk were not taken. This part of Mr B’s complaint was upheld.
When Mr B reported concerns following surgery the action taken was appropriate and timely. This part of Mr B’s complaint was not upheld.
When Mr B complained to the Health Board he was not told that he should complain directly to the Private Hospital, and whilst a complaint response was issued it did not fully address all of Mr B’s concerns.
The Health Board and the Private Hospital both accepted the Ombudsman’s recommendations. The Health Board agreed to apologise to Mr B for the failures in handling his complaint and to ensure that its staff who may deal with complaints about commissioned care, are aware of the correct procedure for doing so.
The Private Hospital agreed to apologise to Mr B for its failure to mitigate the risk of the prosthesis failing, and offer him a redress payment of £750 and to share the report with the Surgeon who undertook Mr B’s surgery so the findings can be considered and discussed.