Monday 19 October: Complaint form offline

The supplier of our case management system has confirmed that they are experiencing a significant technical issue.

At present, we have no access to the case management system and we are currently unable to take new Public Service Complaints or provide updates on cases. We are planning on the basis that this could continue for a period of time including next week.

Please be assured we are doing all we can and will provide updates on our website.

For an all service update: Service update | SPSO

Decision Report 202402836

  • Case ref:
    202402836
  • Date:
    August 2025
  • Body:
    Borders NHS Board
  • Sector:
    Health
  • Outcome:
    Resolved, no recommendations
  • Subject:
    Nurses / nursing care

Summary

C complained about the lack of care and understanding for their parent (A) who died in hospital. C referred to incorrect information being passed to the family and the lack of notes and records of events which occurred during A's admission. C said that while the board replied with some apologies and acknowledgement that errors were made, they did not fully explain the actual events that happened in the lead up to A's death.

Having sought initial advice, we agreed to investigate the care and treatment provided to A and the board's communication with the family.

Related reading

Updated: August 20, 2025