Failings denied patient opportunity of prompt diagnosis for hearing loss - Investigation of a complaint against South Eastern Health and Social Care Trust (Northern Ireland Public Services Ombudsman, 3 November 2026)

Summary

This report from the Northern Ireland Public Services Ombudsman relates to care and treatment the South Eastern Health and Social Care Trust provided to a patient in response to her sudden hearing loss in June 2023. In particular, the complaint related to the actions of Out of Hours General Practitioner, Ulster Hospital Ear Nose and Throat Department including Rapid Access Clinic and Ulster Hospital Radiology Department.

Overall, the investigation found multiple failures across the patient’s engagement with services. The investigation found that while the Out of Hours General Practitioner’s  prescription of the medication was correct, they failed to recognise the potential urgency of the diagnosis and signpost to the Emergency Department,  in line with the guidance. This was a failure in care and treatment. Further, the Ulster Hospital ENT Department failed to refer the patient to the Rapid Access Clinic or to consider the patient as ‘red flag’ based on her symptoms. This failure in care and treatment meant a missed opportunity for a prompt diagnosis.