Overview
The complainant (Mrs C) complained about the care, treatment and diagnosis her daughter (Ms A) received at an out-of-hours service at Peterhead Hospital (Hospital 1) in May 2011. Mrs C also complained about the responses she received from NHS Grampian (the Board) in relation to her complaints.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) the out-of-hours doctor (the Doctor) incorrectly explained that Ms A had not presented with photophobia despite her complaining of this to a nurse, and shielding her eyes with her hood (not upheld);
- (b) the Doctor inappropriately failed to mention in his letter of response to Mrs C's complaint that Ms A had presented with a headache (upheld);
- (c) the Doctor unreasonably reached an incorrect diagnosis (not upheld); and
- (d) the Chief Executive issued a dismissive response to Mrs C's complaint which reflected the lack of investigation into her concerns (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) provide evidence to the Ombudsman that they have reviewed their complaints handling procedure in relation to complaints about its out-of-hours service, to ensure a proactive approach is taken; and
- (ii) issue a full apology to Mrs C for the failures identified within this report.
The Board have accepted the recommendations and will act on them accordingly.