Overview
The complainant (Ms C) was a patient at Dykebar Hospital (the Hospital), Paisley, in August/September 2003. She raised a number of issues concerning the conduct and behaviour of Mr and Mrs D (two of the Hospital's staff) towards her and the manner in which the former Argyll and Clyde NHS Board, (the Board) dealt with her complaint.
Specific complaint and conclusion
The complaint which has been investigated is the handling of Ms C's complaint by the Board (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) ensure that they have in place a system for handling complaints that can demonstrate to a complainant that their complaint has been fairly, impartially and thoroughly investigated;
- (ii) ensure that, in particular, they have in place a system for handling complaints in circumstances where serious allegations are made by a patient about a member of staff;
- (iii) ensure that they and their employees understand their responsibilities in relation to protecting staff and patients, particularly in mental health settings;
- (iv) ensure that current arrangements for separating the complaints process from the disciplinary process meet the requirements of the current NHS complaints guidance; and
- (v) issue Ms C with a full formal apology for the failures identified in this report. The apology should be in accordance with the Ombudsman's guidance note on 'apology' (which sets out what is meant and what is required for a meaningful apology).
The Board have accepted the recommendations.