Overview
The complainant (Mrs C) raised a number of concerns about the care and treatment provided to her aunt (Miss A) including failures in communication. Mrs C was also concerned about the way NHS Greater Glasgow and Clyde (the Board) dealt with her complaint.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) the care and treatment provided to Miss A during her admission at Glasgow Royal Infirmary in January 2010 was not reasonable (upheld);
- (b) the Board's communication with Miss A's family was not reasonable (upheld); and
- (c) the Board did not deal reasonably with Mrs C's complaints (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) review their procedures to ensure they deal with complaints in accordance with the NHS complaints procedure; and
- (ii) apologise to Mrs C for the failures identified in this report.
The Board have accepted the recommendations and will act on them accordingly.