The NHS has been criticised for a ‘lack of communication’ with the family of a former teacher in her last days.

Lilian Irene Charlton was admitted to Basingstoke hospital following a fall at her Andover home in September last year. Her husband, Leslie, said that it was “a very frustrating stay” as he found it difficult to contact his wife, while she was moved a number of times without his knowledge. He also said he had not received a phone call informing him of her passing in October.

Speaking during an inquest into her death at Winchester Coroners’ Court, coroner Rosamund Rhodes-Kemp said that it looked like “Mr Charlton wasn’t informed about what was happening to his wife, and had struggled to get information in this time. I’m aware it was in a pandemic but I think better communications would have helped.”

In a statement read out at the inquest, a spokesperson for the NHS apologised to Mr Charlton, saying: “We apologise Mr Charlton did not feel he was kept up to date. Records show there were telephone calls between the ward and Mrs Charlton’s daughter-in-law as well as her husband.

“Having spoken with the matron at the time she [Mrs Charlton] had capacity, loved ones were kept updated on her status and they could ring her or ring the ward for updates on her condition.”

Mrs Charlton was born in Birmingham in 1928, and trained as a teacher. She and her husband moved to Andover in 1963, and lived in Barcelona Close during their life here.

The 92-year-old was described as having a “fun-loving and dominant personality”, remaining fiercely independent with daily trips to the shops and continuing housework right until the end, with trips to Waitrose described as “the highlight of her day”.

She had been diagnosed with atrial fibrillation, where the heart beats unusually fast, following two previous trips to hospital, and in the 18 months before her death had began falling.

Dr Rachel McSparron, Mrs Charlton’s GP at St Mary’s Surgery, said she had been treated with analgesics after a fall from a ladder while changing a lightbulb in June 2020, which saw her hit a TV table with her chest.

In September 2020, she had slipped on two occasions and been unable to get up due to stiffness in her left leg. As a result, her husband had to help her climb the stairs by physically lifting her feet up each step.

While doing so on September 29, 2020, Mrs Charlton missed the handhold she had attempted to grab, and fell backwards down the stairs. Mr Charlton lost his grip on her, and she slid to the bottom of the stairs.

He said that he had called a neighbour, Glynn Black, who had helped pick up Mrs Charlton and called an ambulance. While conscious and alert, she complained of neck pain and was taken to Basingstoke hospital by ambulance.

Here, she was diagnosed with a fracture of one of her neck vertebrae, and was given a rigid collar to wear to help it heal. However, Mrs Charlton found this uncomfortable, and it was changed for a softer collar.

While staying there, Mr Charlton said he had difficulty contacting his wife, with a hospital phone placed by his bed having “too much static” to hear her, while he was “unable to get much information on the phone” from staff.

During a visit on October 12, he was interrupted as Mrs Charlton was to be moved to Andover War Memorial Hospital, which he said he had not been informed about. However, he said she was “much more comfortable” during her stay.

However, that was short-lived as she was moved to Winchester hospital on October 14 following a chest infection, which Mr Charlton said he was also “unaware” of. She was then moved between three wards at the hospital, having seen her move between five wards in six days.

While she initially recovered after being admitted to Winchester hospital, she developed a cough and was diagnosed with pneumonia on October 17. Though she was restabilised, she deteriorated further on October 21.

Mr Charlton received a call telling him to come urgently to the hospital, where he stroked his wife’s hand which he said “seemed to comfort her.” He intended to visit the next day, but on arrival was told his wife has passed away a few hours earlier in her sleep.

“They said they had tried to phone,” Mr Charlton said, “but I was in all morning so would have heard them ring. I’m just thankful the end was peaceful and free from pain.”

The cause of death was given as sepsis brought on by aspiration pneumonia and a fractured spine, with atrial fibrillation given as a contributing factor. Mr Charlton again said that he had not been informed of this by the NHS, and only became aware once the coroner’s office contacted him.

Giving her verdict, the coroner said: “Sadly, this was a lady who was very fit and independent for her age but had begun falling in the last 18 months of her life which increased until she fell down the stairs.”

She passed her condolences to the family of Mrs Charlton.

A verdict of accidental death was given.