Overview
The complainant (Mrs C) raised concerns about the delays in being assessed when she attended the Reproductive Health Department of the Royal Infirmary of Edinburgh (the Department) on 28 May 2005.
Specific complaints and conclusions
The complaints which have been investigated are that there was a delay by staff in:
- (a) examining Mrs C on arrival at the Department (not upheld); and
- (b) checking for Mrs C's baby's fetal heart rate (not upheld).
Redress and recommendations
The Ombudsman recommends that Lothian NHS Board, as a matter of urgency, develop and implement:
- (i) a written triage protocol for patients who attend the Department; and
- (ii) a document which records the contents of telephone conversations between patients and the Department and is retained in their clinical records.
The Board have accepted the recommendations and will act on them accordingly.