Overview
The complainant (Mrs C) raised a number of concerns about the manner in which Lothian NHS Board (the Board) had responded to complaints raised originally by her mother (Mrs A) and continued by Mrs C after Mrs A's death.
Specific complaint and conclusion
The complaint which has been investigated is that the Board failed to deal with Mrs A and Mrs C's complaints in a timely and appropriate manner (upheld).
Redress and recommendation
The Ombudsman recommends that the Board apologise to Mrs C for their failure to deal with the complaints raised by Mrs A or Mrs C in a timely or appropriate manner.
The Board have accepted the recommendations and will act on them accordingly.