Overview
The complainant, Mrs C, raised concerns that her late father (Mr A) had not received adequate and appropriate care and treatment from Fife NHS Board (the Board), that the Board had not adequately responded to her complaints and that the action plan generated as a result of her complaints was not adequate.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) Mr A's medical treatment and care were inadequate and unsatisfactory in:
- (i) the Urology Department of Queen Margaret Hospital, Dunfermline (upheld);
- (ii) the Accident and Emergency Department of The Victoria Hospital, Kirkcaldy (not upheld);
- (iii) Ward 14 of The Victoria Hospital, Kirkcaldy (not upheld); and
- (iv) Ward 2 of Glenrothes Hospital (upheld);
- (b) the Board did not adequately respond to Mrs C's complaints (partially upheld); and
- (c) the action plan generated as a result of Mrs C's complaints was not adequate (partially upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) apologise to Mr A's family for the inadequate care and treatment MrA received at the Urology Department of Queen Margaret Hospital, Dunfermline and in Ward 2 of Glenrothes Hospital;
- (ii) review their procedures on the investigation of symptoms of cancer of the prostate;
- (iii) satisfy themselves that Specialist Urology Nurse and the Urologist have the appropriate competencies to carry out the care required by patients presenting with the symptoms of cancer of the prostate;
- (iv) put in place a firm timescale for when patients in all areas of Glenrothes Hospital will have access to a call bell system;
- (v) review their procedures for the communication of information between departments and wards and the procedures ward staff follow when assessing a patient's well-being on the ward;
- (vi) review their procedures and guidance for the recommendation of catheterisation, and emphasise these to staff in Ward 2 of Glenrothes Hospital;
- (vii) undertake a full audit of their record-keeping procedures, guidance and training, and strengthen these as necessary; and
- (viii) introduce guidance to all staff regarding how to respond to requests for statements on complaints, with specific reference to consulting medical or nursing notes when dealing with events which they were not personally party to.
The Board have accepted the recommendations and will act on them accordingly.