Overview
The complainant (Ms C) claimed that the conduct of a rectal/intestinal examination at Falkirk and District Royal Infirmary (the Hospital) was inappropriate and also raised concerns about the subsequent handling of her complaint by Forth Valley NHS Board (the Board).
Specific complaints and conclusions
The complaints which have been investigated are that:
(a) the conduct of a rectal/intestinal examination at the Hospital was inappropriate, in particular that lubricant was not used (not upheld); and
(b) the Board failed to deal with Ms C's complaint appropriately (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
(i) apologise to Ms C in writing for their failure to conduct as thorough an investigation of her complaint as was required in this situation; and
(ii) reflect on how they obtain evidence from all parties involved in a complaint and ensure that key staff always provide statements, and that those statements deal with the specific issues raised by complainants. The Board should send the Ombudsman the outcome of this reflection and a copy of any consequent amendments to guidance or procedure.
The Board have accepted the recommendations and will act on them accordingly.