COVID-19 update

Please be aware that our office is currently not open to visitors and we are unable to take phone enquiries.  Following the latest Government advice, we are not arranging face-to-face appointments for the foreseeable future and the majority of our staff are working from home. We are responding to emails; however, due to the impact on our staffing resources, our response times will be affected.  Please read our information for customers and organisations

Decision Report 201804377

  • Case ref:
  • Date:
    October 2019
  • Body:
    Western Isles NHS Board
  • Sector:
  • Outcome:
    Some upheld, no recommendations
  • Subject:
    clinical treatment / diagnosis


Mr C, a patient advocate, complained on behalf of his client (Mrs B) about Western Isles Hospital. Mrs B was unhappy with the care provided to her mother (Mrs A) who was admitted to the hospital and received treatment for sepsis (a blood infection). Mrs A's condition significantly deteriorated in the weeks following admission. She was then transferred to a hospital in Glasgow, where she died from her illness.

In response to the complaint, the board identified learning and improvement in relation to communication and nursing monitoring records.

Mr C complained about the care and treatment provided to Mrs A during the admission and that there was a delay in transferring her when her condition deteriorated.

We took independent advice from a consultant orthopaedic surgeon (specialist in the treatment ofdiseases and injuries of the musculoskeletal system) and from a registered nurse. We found that medical staff managed Mrs A's condition in a reasonable manner. In particular, there were regular reviews, reasonable investigations were arranged and treatment was responsive to her condition. We did not identify any delay in the board transferring Mrs A when her condition deteriorated. We also found that the nursing care provided was reasonable. We noted that there was evidence of appropriate care planning, monitoring and interventions. We did not uphold these aspects of the complaint.

Finally, Mr C complained that the board did not communicate reasonably with Mrs B about Mrs A's care. The board upheld this complaint and outlined improvement work. We were satisfied that the board had taken appropriate action. We upheld this complaint but made no recommendations.

Updated: October 23, 2019