Overview
The complainant (Mrs C) complained that a delay in carrying out a Magnetic Resonance Imaging (MRI) scan resulted in her being left with permanent nerve damage, muscle wastage and bladder problems.
Specific complaint and conclusion
The complaint which has been investigated is that staff at the Southern General Hospital, Glasgow failed to assess Mrs C's symptoms as requiring an urgent MRI scan (upheld).
Redress and recommendations
The Ombudsman recommends that Greater Glasgow and Clyde NHS Board:
- apologise to Mrs C for the failings identified in this report; and
- ensure that proper and accurate records are kept of telephone referrals made to the Department of Neurosurgery and this report is shared with the relevant staff.
The Ombudsman recommends that Greater Glasgow and Clyde NHS Board and Lanarkshire NHS Board:
- take steps to implement appropriate protocols, policies or guidance in order to regulate MRI scanning and spinal surgery referrals.
Greater Glasgow and Clyde NHS Board and Lanarkshire NHS Board have accepted the recommendations and will act on them accordingly.