Overview
The complainant (Mrs C) raised a number of concerns that her husband (Mr C) had been inadequately cared for during a stay in Hairmyres Hospital (the Hospital); that the Hospital was not clean; that the out-of-hours Doctor failed to call an ambulance; that her husband was not taken to the nearest treatment centre; and that the subsequent handling of her complaint was inadequate.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) the out-of-hours Doctor failed to call an ambulance for Mr C (upheld);
- (b) Mr C was inappropriately taken to a hospital that was not the nearest for treatment and was not transferred there subsequently (not upheld);
- (c) the care given to Mr C in Accident and Emergency at the Hospital was not as outlined in Lanarkshire NHS Board (the Board)'s response to Mrs C (not upheld);
- (d) the cleanliness of the Hospital was not of a good standard (not upheld);
- (e) Mr C was not assisted with feeding at mealtimes in the Hospital (not upheld);
- (f) Mr C's regular medication was not administered correctly while in the Hospital (not upheld);
- (g) the appropriate action was not taken following the diagnosis of Staphylococcus aureus (partially upheld); and
- (h) the response of the Board to Mrs C's complaints was not adequate (not upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) introduce a policy regarding ambulance contact by out-of-hours Doctors; and
- (ii) apologise to Mr and Mrs C for failing to adequately communicate the findings of a swab of Mr C's elbow.
The Board have accepted the recommendations and will act on them accordingly.