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Decision report 201202896

  • Case ref:
    201202896
  • Date:
    January 2013
  • Body:
    Grampian NHS Board
  • Sector:
    Health
  • Outcome:
    Upheld, action taken by body to remedy, recommendations
  • Subject:
    complaints handling

Summary

Mr C complained that the board did not reasonably investigate his complaint in which he raised concerns about the quality of service his mother received during a visit to an eye clinic. As after six months the board had not sent a final response to Mr C about his complaint, he contacted us.

Our investigation established that the response was delayed because of a combination of human error and failures in the complaints handling process. The board have now updated their process in an effort to prevent a repeat occurrence, along with taking steps to increase staff awareness.

Recommendations

We recommended that the board:

  • provide Mr C and his mother with an apology for the failings which have been identified in dealing with his complaint;
  • apologise to Mr C for providing him with incorrect information as to the reasons why his mother was not seen on a certain date in March; and
  • remind their service providers to provide timely responses to the feedback service in order that timescales can be met.

 

Updated: March 13, 2018