NHS England review highlights missed opportunities after nearly 9,000 ENT patients faced delays

If you were affected by the delays, you may want to understand how they happened and whether they could have been prevented. The review found that clinicians and managers knew about problems with the ENT service from 2020. However, investigators found no evidence that any action was taken in light of these concerns.  NHS England also found that concerns were discussed at governance meetings but did not lead to change across the organisations involved. It described the missed opportunities to act sooner as “inexcusable”. 

Patients should not have to worry about being lost in the system. The review found that the service did not have an effective patient tracking list. Investigators said this was the main reason patients could disappear from the waiting list without anyone identifying the problem. The review also identified gaps in the way referral information was shared between organisations. Investigators believe some of these issues may have existed for several years. 

It is normal to worry about what delays might mean for your care. The trusts reviewed the care of every affected patient. They found that 88 patients experienced what the NHS classifies as “low harm”. While this does not mean every delayed patient came to harm, it shows that long waits can have real consequences. For some people, delayed appointments may have meant living with symptoms for longer than necessary or waiting longer for treatment. 

You deserve to have confidence that lessons have been learned and that similar problems will not happen again. The review recommends improvements to patient tracking, governance and oversight. It also calls for a review of how ENT services are commissioned and managed across the local NHS.

Medway NHS Foundation Trust says it has contacted all affected patients, validated its waiting list and provided additional clinics. Dartford and Gravesham NHS Trust says it has strengthened its escalation processes and improved its patient administration systems.

If your referral was delayed or you believe failures in your care caused avoidable harm, you may be entitled to make a medical negligence claim. 

We understand what it’s like to be left waiting for answers when a delay in care affects you or someone you love. We can help you understand what happened, assess whether you may have a claim and explain your legal options in clear, straightforward language. If you would like to speak to our team, get in touch today.