Overview
The complainant (Ms C) complained about the lack of communication with her family after her mother (Mrs A) was admitted to the Emergency Department in the Victoria Infirmary in Glasgow (the Hospital). Mrs A was 84 years old and had a history of dementia. The family were not told that Mrs A's condition in the Hospital had deteriorated. Mrs A subsequently died and Ms C considers that the family lost the opportunity of being with Mrs A at the end of her life.
Specific complaint and conclusion
The complaint which has been investigated is that the Board's lack of communication with the family just before Mrs A's death was unreasonable (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) issue a written apology to Ms C for the failure to inform her of the deterioration in her mother's condition; and
- (ii) provide him with an action plan and / or steps in place to ensure communication with relatives and carers is addressed within the Emergency Department.
The Board have accepted the recommendations and will act on them accordingly.