Overview
The complainant (Ms C) raised a number of concerns about the care and treatment given to her late father (Mr A) at the Western Infirmary, Glasgow (the Hospital) from the day he was admitted on 10 August 2005, up to his death in the Hospital on 13 August 2005. Ms C also complained that the Hospital's communication with her during this period was poor and that her subsequent complaint to Greater Glasgow and Clyde NHS Board (the Board) was dealt with inadequately.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) the late Mr A received inadequate care and poor treatment when he was a patient in the Hospital between 10 August 2005 and 13 August 2005 (not upheld);
- (b) the Hospital's communication with Ms C was poor from 10 August 2005 to 13 August 2005 when Mr A was alive (upheld);
- (c) no medical records were available for 12 August 2005 (upheld);
- (d) the Board's reply to Ms C's complaint was unsatisfactory; she did not receive it in good time and they delayed in providing Ms C with a copy of Mr A's medical records or giving reasons why these were not sent (upheld); and
- (e) nurses failed to attend a meeting between Ms C and Hospital staff on 27March 2006 (upheld).
Redress and recommendations
The Ombudsman recommends that the Board
- (i) advise her on the steps they have taken to avoid breakdowns in communication recurring;
- (ii) advise her on the steps they have taken to avoid medical notes being unavailable;
- (iii) emphasise to staff the need to adhere to the terms of the NHS guidance for dealing with complaints and ensure that their records are updated when a patient dies; and
- (iv) apologise to Ms C and explain the reason why the clinical nurse manager did not attend the meeting on 27 March 2006.
The Board have accepted the recommendations and will act on them accordingly.