Hospital Computer Error Results In 24,000 Lost Patient Letters

An article by the BBC concerns an issue that has come to light at Newcastle Hospitals NHS Foundation Trust where a huge number of letters have become lost due to an error with their computer system. The problem, which appears to date back many years to 2018, has been recognised by the hospital as “significant”.

Such letters were written by senior doctors detailing treatment recommendations and requests for crucial tests and investigations and have not been sent. The issue appears to have occurred because such letters have been placed into a folder that few staff knew existed and so the letters were not signed off.

It would appear that an issue with the system was raised by consultants at the hospital for years many of whom complained the electronic system was slow and difficult to use.

Risk to patient safety

Enquiries have been made by the Care Quality Commission (CQC) which has sought further information from the Trust to understand the extent of the problem. It is clear however that this error has put patient safety at risk. These letters would have been written to patient’s GPs advising on treatment plans including any further tests or investigations that need to be carried out.

Dr George Rae, a GP and chairman of the North East BMA Council, said there would be “an incredible amount of information” within the letters which GPs would be “absolutely unaware” of. As a result, many patients would not have received follow-up information or safety netting advice having been discharged from the hospital with a significant diagnosis. Without such information, patients may have missed out on vital treatment resulting in the progression of their illness.

Apologies given

Martin Wilson, Chief Operating Officer at the hospital trust has apologised sincerely for the error and has reassured patients that they are “taking immediate steps to address this issue”.  He has confirmed that patients and their GPs will be directly notified if any concerns are identified.

The CQC said:

They have invited anyone who has any concerns about the care they received to report this directly to CQC. People who are concerned are being asked to visit the CQC’s Feedback on Care website.

Comment

This is an extremely concerning set of events that has occurred over an extended period. It is essential that follow-up letters are sent out to GPs so they can act up treatment recommendations and follow-up care for patients.

The failure of the trust to ensure this is happening has put patient safety at risk. What is further concerning is that action was not taken by the Trust’s senior management team despite the issue having been raised by Consultants many years before the issue came into the open.