Overview
The complainant (Mrs C) raised a number of concerns about the care and treatment provided to her late husband (Mr C) by Greater Glasgow and Clyde NHS Board Acute Services Division (the Board).
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) staff failed to provide Mr C with timely and adequate pain relief when he reported problems with his catheter (upheld);
- (b) staff inappropriately discharged Mr C from hospital when he was suffering from a high temperature and wound infection (not upheld);
- (c) staff failed to ensure that an adequate home care package was in place on discharge from hospital, including palliative care, or provide advice about agencies which could assist if required (upheld);
- (d) the level of communication between staff and Mr C's family was inadequate (upheld); and
- (e) on 15 and 16 July 2011, Out-of-Hours Service GPs failed to adequately assess Mr C (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) make Mrs C a formal apology for their shortcoming in this matter and for the distress she and her family have suffered;
- (i) emphasise to all the staff involved, the importance of keeping full and timely notes;
- (ii) review the circumstances of complaint (a) and demonstrate to the Ombudsman that they have a programme in place to prevent such a situation occurring again;
- (iii) make specific apology to Mrs C for failing to make proper arrangements for Mr C's care and support on his discharge from hospital;
- (iv) in the wards concerned, review the procedures for patients' discharge to satisfy themselves that appropriate action is taken;
- (v) make a specific apology for their failure to communicate adequately; and
- (vi) taking into account the failures in communication, the Board should demonstrate to the Ombudsman the action to prevent such a situation occurring again.
The Board have accepted the recommendations and will act on them accordingly.