A major hospital trust in Newcastle has disclosed that a computer error resulted in the failure to dispatch 24,000 letters from senior doctors to patients and their General
Practitioners (GPs). This revelation, dating back to 2018, has raised significant concerns over patient safety, according to information obtained by the BBC.
The issue appears to have arisen when letters requiring approval from a senior doctor were inadvertently placed in a folder that few staff were aware of within the new computer system.
As a result, crucial correspondence, which often outlines post-hospitalization instructions and care, remained undelivered to patients and their GPs. Additionally, many of these unsent letters originated from specialist clinics, detailing essential medical care instructions.
The consequences of this error imply that some vital tests and results may have been missed by patients. Hospital staff have been instructed to document any incidents of patient harm stemming from this issue and take necessary remedial measures.
The Care Quality Commission (CQC), a healthcare regulator, has sought immediate assurances regarding patient safety in response to these developments.
During a routine inspection conducted by the CQC over the summer, concerns were raised by hospital staff regarding the delays in sending out medical correspondence. Subsequent investigations revealed that the majority of the trust's consultants had unsent letters in their electronic records.
An insider at Newcastle Hospitals revealed to the BBC that consultants had expressed dissatisfaction with the electronic patient record system for years, citing its sluggishness and complexity. However, their concerns had not been adequately addressed.
The trust, in a letter to its staff addressing the problem and seen by the BBC, explained that letters authored by one staff member needed approval from a second clinician, who had to change their user status to "signing clinician" before the letters could be dispatched. If this step was overlooked, the letters remained in a consultant's document folder, unsent.
Sarah Dronsfield, the CQC's interim director of operations in the North, expressed concern about the potential impact on patients, stating that immediate action had been taken to investigate the extent of the risk and to ensure the safety of patients.
The Newcastle Trust has submitted an action plan and volunteered to provide weekly updates on its progress to address the issue. It has committed to clearing a backlog of 6,000 letters from the past year, some of which pertain to medicine and emergency care and may include duplicates or erroneous entries.
Dr. George Rae, a GP and chairman of the North East BMA Council, emphasized the importance of the lost letters, as they may contain critical information such as test results, X-rays, or medication changes. He expressed concern that GPs would remain unaware of such changes if patients had received significant diagnoses during their hospital visits.
Martin Wilson, the chief operating officer of Newcastle Hospitals, offered reassurance to patients and pledged swift action to resolve the issue. He extended a sincere apology for any distress or inconvenience caused.
The hospital trust is actively investigating whether ongoing patient care and treatment have been affected by this incident. A review of 24,000 documents from its electronic records is currently underway, accounting for less than 0.3% of all patient interactions, according to the trust. Patients and their GPs will be promptly informed of any concerns identified during this review.
The CQC affirmed its close monitoring of the trust and the possibility of conducting inspections if ongoing concerns arise. They have encouraged patients with concerns about their care to use their Feedback on Care website to report any issues directly.