Overview
The complainant (Mrs C) raised a number of concerns about the treatment her late husband (Mr C) received at the Royal Alexandra Hospital, Paisley (Hospital 1) from 1 August 2005 to 15 October 2005. She had concerns about his clinical treatment; lack of communication between medical and surgical staff and the family and inadequate complaints handling.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) Mr C' s clinical treatment was inadequate (not upheld);
- (b) medical staff failed to communicate between specialities and with the family (partially upheld); and
- (c) there was inadequate complaints handling (partially upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) remind staff of the importance of communication with family members;
- (ii) conduct an audit to ensure that responses to complaints are within NHS Complaints Procedure Guidelines; and
- (iii) conduct an investigation into the circumstances which led to a letter being issued to Mr C nearly three months after his death enquiring whether he wished to remain on the waiting list for orthopaedic surgery and offer a sincere apology to Mrs C for the distress which was caused. On this point she would also draw to the Board's attention to recommendation (ii) of report 200502722 published in September 2006.
The Board have accepted the recommendations and will act on them accordingly.