Overview
The complainant (Ms C) suffers from seronegative spondyloarthritis. She also had sinus problems. Her GP referred her to an Ear, Nose and Throat Consultant at Borders General Hospital. Ms C's complaints arise from that consultation and subsequent events.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) there was confusion over the diagnosis: the Consultant did not mention pharyngitis or her high neutrophil count in his initial letter to her GP (partially upheld);
- (b) there was a failure to explain an entry in the Consultant's hand written notes (upheld); and
- (c) there was confusion about an appointment for a second opinion (upheld).
Redress and recommendations
The Ombudsman recommends that Borders NHS Board:
- (i) apologises to Ms C for confusion over the diagnosis;
- (ii) reminds staff dealing with complaints that explanations should be provided when requested; and
- (iii) apologises to Ms C for failures in communication and takes steps to ensure that patients are clear about what appointments they can expect.