Overview
The complainant (Mrs C) complained to the Ombudsman about the care and treatment received by her husband (Mr C) from Lothian NHS Board (the Board)'s Unscheduled Care Service.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) a GP (GP 2) should have arranged Mr C's admission to hospital (upheld);
- (b) a GP (GP 3) was unhelpful and provided Mrs C with inadequate information (upheld); and
- (c) there was undue delay by the Board in dealing with Mrs C's complaint (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) enables GP2 to reflect on the importance of assessing hydration status in future case management;
- (ii) ensures that GP3 gives full details of any arrangements he has made or intends to make, on behalf of a patient, to the patient or the person acting for the patient;
- (iii) consider whether there would be benefit in reminding all GPs working for the Unscheduled Care Service that clear comprehensive communication with callers is essential; and
- (iv) ensures that complainants are kept up-to-date with progress and expected timescales in accordance with the NHS complaints procedure.