Health

Overview
The complainant (Mrs C) raised a number of concerns about the care and treatment provided to her aunt (Miss A) including failures in communication. Mrs C was also concerned about the way NHS Greater Glasgow and Clyde (the Board) dealt with her complaint.

Specific complaints and conclusions
The complaints which have been investigated are that:

• (a) the care and treatment provided to Miss A during her admission at Glasgow Royal Infirmary in January 2010 was not reasonable (upheld);
• (b) the Board's communication with Miss A's family was not reasonable (upheld); and
• (c) the Board did not deal reasonably with Mrs C's complaints (upheld).

Redress and recommendations
The Ombudsman recommends that the Board:

• (i) review their procedures to ensure they deal with complaints in accordance with the NHS complaints procedure; and
• (ii) apologise to Mrs C for the failures identified in this report.

The Board have accepted the recommendations and will act on them accordingly.

Overview
The complainant (Mrs C) made a complaint that her daughter (Mrs A) had not received reasonable care and treatment from Greater Glasgow and Clyde NHS Board - Acute Services Division (the Board).

Specific complaint and conclusion
The complaint which has been investigated is that the Board failed to care properly for Mrs A at Inverclyde Royal Hospital, Greenock resulting in her developing a pressure ulcer (upheld).

Redress and recommendations
The Ombudsman has no recommendations to make.

Overview
The complainant (Mr C) raised a number of concerns about the prescription of antipsychotic drugs to his mother (Mrs A), failures in record-keeping and failures in communication by Greater Glasgow and Clyde NHS Board (the Board) from late 2008 until February 2010.

Specific complaints and conclusions
The complaints which have been investigated are that the Board:

• (a) wrongly prescribed Mrs A with antipsychotic drugs from late 2008 to February 2010 (upheld);
• (b) failed to keep adequate medical records (upheld); and
• (c) failed to communicate properly with Mrs A's family (upheld).

Redress and recommendations
The Ombudsman recommends that the Board:

• (i) undertake an external peer review in Hospitals 1 and 2, on the implementation of the Adults with Incapacity Act and SIGN Guideline 86 for patients with dementia with particular reference to assessment of capacity within 72 hours of admission wherever practicable and report back to the Ombudsman on the findings;
• (ii) carry out an audit of their: record-keeping to ensure it is in accordance with the national guidelines with particular reference to care planning practice; practice relating to the storage of patients' medical records to ensure it accords with the Scottish Government Records Management: NHS Code of Practice (Scotland); and report back to the Ombudsman on the findings;
• (iii) develop a policy on meeting the communication needs of patients with dementia which includes having an identifiable and agreed relatives' communication or participation strategy as a core aspect of the care plan; and
• (iv) apologise to Mr C for the failures identified in this report.

The Board have accepted the recommendations and will act on them accordingly.

Overview
The complainant (Mrs C) raised a number of concerns regarding the treatment that her father (Mr A) received following admission to Ayr Hospital (the Hospital). Mrs C complained that staff of Ayrshire and Arran NHS Board (the Board) failed to explain the severity of Mr A's condition to family members and that, as a result of this, his family were not with him at his bedside when he died. Mrs C raised further complaints regarding the condition that Mr A's body was in when the family were allowed in to see him and the Board's handling of her formal complaint.

Specific complaints and conclusions
The complaints which have been investigated are that:

• (a) the Board failed to explain properly the nature of Mr A's condition to his family (upheld);
• (b) the Board failed to allow family members access to Mr A during the final hours of his life (upheld);
• (c) the Board failed to respect Mr A's dignity (upheld);
• (d) information provided by the Board in response to Mrs C's complaint was inaccurate (upheld); and
• (e) the clinical records were inaccurate (not upheld).

Redress and recommendations
The Ombudsman recommends that the Board:

• (i) review their procedures for handing over the care of patients between consultants, with a view to ensuring that all relevant information has been shared with family members;
• (ii) review the communication between the consultants and nursing staff in Mr A's case, with a view to identifying any failures in communication from consultant to nurse to family members;
• (iii) give further consideration to Mrs C's comments on the presentation of Mr A's body and take such steps as they feel appropriate to prevent similar upset in the future;
• (iv) take steps to ensure that advice provided to patients' family members is accurately recorded in the clinical records; and
• (v) take steps to ensure that statements relied upon to respond to complaints are checked against documented evidence for accuracy.

Overview
The complainant (Mr C) raised a number of concerns about the care and treatment provided to his mother-in-law (Mrs A) by Borders NHS Board (the Board) and the communication between health care professionals who treated Mrs A and with Mrs A's family. He also raised concerns about the way the Board handled his complaint.

Specific complaints and conclusions
The complaints which have been investigated are that the Board failed to:

• (a) provide reasonable care and treatment to Mrs A leading up to her fall on 28 February 2009 and following her operation on 1 March 2009 to repair her hip (upheld);
• (b) ensure reasonable communication between the health care professionals who treated Mrs A and with Mrs A's family (upheld);and
• (c) deal with Mr C's complaint according to the NHS Complaints Procedure (upheld).

Redress and recommendations
The Ombudsman recommends that the Board:

• (i) provide evidence that they have audited staff awareness of the Falls Prevention Strategy and Bed Rail Policy; the knowledge and skills of staff relevant to their effective implementation; and take action to address any knowledge and skill gaps identified by the audit;
• (ii) consider amending the Falls Prevention Strategy and Bed Rail Policy in light of the information in this report;
• (iii) ensure staff are aware of the failures identified in this report in meeting the needs of patients with dementia and to implement training to address this, particularly in rehabilitative care and communication; and
• (iv) apologise to Mr C for the failures identified in this report.

The Board have accepted the recommendations and will act on them accordingly.

Overview
The complainant (Mrs C) raised a number of concerns about the care and treatment provided to her husband (Mr C) by Forth Valley NHS Board (the Board) at Stirling Royal Infirmary (the Hospital) from 3 April 2006 until his death on 27 July 2006. Mrs C also raised concerns about the way in which the Board handled her complaint.

Specific complaints and conclusions
The complaints which have been investigated are that:

• (a) the Consultant's actions denied Mr C the opportunity to make informed choices about treatment and end of life care and the Board failed to follow the Liverpool Care Pathway (upheld);
• (b) the Board failed to acknowledge the failings of the Consultant or to make changes or improvements to address the failings (upheld); (c) there was an unnecessary and lengthy delay in the Board's handling of the complaint (upheld);
• (d) the notes taken at a meeting with the Board's representatives did not fully and accurately detail the depth of Mrs C's concerns and the outcome she wished to achieve (upheld); and
• (e) Mrs C's request for a meeting with the Consultant was refused unreasonably (not upheld).

Redress and recommendations
The Ombudsman recommends that the Board:

• (i) undertake an external peer review in the Hospital, to include: • the procedures relating to the management of biopsies, including communicating biopsy results; the current strategy for the policy of Living and Dying Well, with particular reference to the implementation of the Liverpool Care Pathway and the role of consultants; the education and training of staff, particularly consultants, relating to end of life care;
• (ii) ensure that the failings identified in this report are raised with the Consultant during his next appraisal, to ensure lessons have been learned from this case;
• (iii) provide evidence about how feedback from complaints is used as part of the consultant appraisal process;
• (iv) review their procedures to ensure they investigate complaints fully, in accordance with the NHS Complaints Procedure, with particular reference to timescales; and
• (v) apologise to Mrs C for the failures identified in this report.

The Board have accepted the recommendations and will act on them accordingly.

Overview
The complainant (Ms C) raised a number of concerns about the way the relevant medical history of her late partner (Mr A) was initially obtained by Borders NHS Board (Board 1) and provided to Lothian NHS Board (Board 2). She also complained that prior to the decision to operate, Board 2 failed to obtain a full medical history from Mr A and that had they done so, the operation may not have proceeded.

Specific complaint and conclusions
The complaint which has been investigated is that Board 1 and Board 2 failed to ensure all the relevant medical history was obtained prior to the decision to operate on Mr A. There are two elements to this:

• (a) Board 1 failed to ensure all relevant medical history was provided to Board 2 (not upheld); and
• (b) Board 2 failed to ensure a full medical history was obtained during the consultation prior to surgery (upheld).

Redress and recommendations
The Ombudsman recommends that Board 1:

• (i) revise their respective policies in relation to existing medical records protocols to ensure that in appropriate cases, all health professionals have direct access to patients' records.

The Ombudsman recommends that Board 2:

• (ii) apologise to Ms C for the failures identified;
• (iii) ensure Consultant 2 reflects on this report so he can review his practice on taking patients' medical history, including when it would be appropriate to request full medical records; and
• (iv) revise their respective policies in relation to existing medical records protocols to ensure that in appropriate cases, all health professionals have direct access to patients' records.

The Board 1 and Board 2 have accepted the recommendations and will act on them accordingly.

Overview
The complainant (Ms C) raised concerns on behalf of her client (Mrs B) that a Scottish Ambulance Service crew failed to recognise the seriousness of her daughter (Ms A's) condition when they responded to Mrs B's emergency telephone call. This resulted in a delay in transferring Ms A from Mrs B's home to the hospital with fatal results. Ms C was also dissatisfied with how the Scottish Ambulance Service (the Service) had dealt with this complaint.

Specific complaints and conclusions
The complaints which have been investigated are that the Service:

• (a) failed to provide appropriate care and treatment to Mrs B's daughter (upheld); and
• (b) delayed in investigating the matter and failed to keep Mrs B updated (upheld).

Redress and recommendations
The Ombudsman recommends that the Service:

• (i) review the protocol for ambulance crews to ensure it gives clear guidance to staff about the relative roles of different crew members in the assessment of patients;
• (ii) assess this protocol to demonstrate and evaluate that it is properly understood by ambulance crew;
• (iii) ensure that measures are undertaken to feedback the learning from this incident to avoid similar situations recurring;
• (iv) review their methods for learning from complaints and introduce comprehensive, dated action plans for follow-up action specific to each complaint;
• (v) introduce a method of ensuring that any wider learning from complaints is fully integrated into the governance structure of the Service; and
• (vi) issue Ms C and Mrs B with a formal written apology for the failures identified in this report.

The Service have accepted the recommendations and will act on them accordingly.

Overview
The complainants, Mr and Ms C, raised a number of concerns about the midwifery care and treatment provided to Ms C from 15 January 2009, prior to her admission to the Southern General Hospital (the Hospital) on 17 January 2009. Following admission later that day, their baby daughter (Baby C) was stillborn.

Specific complaints and conclusions
The complaints which have been investigated are that:

• (a) the ward based telephone assessment procedure was inadequate (upheld); and
• (b) there was a failure to identify the changing presentation of Ms C prior to admission (upheld).

Redress and recommendations
The Ombudsman recommends that Greater Glasgow and Clyde NHS Board (the Board):

• (i) conduct an audit of the telephone triage system introduced in January 2010, to ensure its effectiveness;
• (ii) remind midwifery staff of the need to fully record and document all telephone contacts to ensure continuity of care when more than one telephone contact is made and more than one member of staff has been involved in handling the calls;
• (iii) conduct an audit to ensure appropriate midwifery staffing levels are being maintained;
• (iv) consider amending the Review to take into account the Adviser's comments at paragraph 24; and
• (v) provide a full apology to Mr and Ms C for the failures identified in this report.

The Board have accepted the recommendations and will act on them accordingly.

Overview
The complainant (Mr C)'s father (Mr A) was admitted to Queen Margaret Hospital (the Hospital) after falling and breaking his left hip. Mr C raised a number of concerns relating to the care and treatment that Mr A received during his stay at the Hospital. He complained that Fife NHS Board (the Board) failed to maintain adequate standards of ward cleanliness, resulting in Mr A picking up two hospital-acquired infections. He also complained about the nursing care Mr A received, noting that his father had fallen four times whilst staying at the Hospital, on one occasion fracturing his right hip. Mr A died at the Hospital. Mr C raised further concerns regarding the Board's failure to contact his family in time for them to be with Mr A at the time of his death.

Specific complaints and conclusions
The complaints which have been investigated are that:

• (a) there was a lack of care and compassion by the nursing staff on Ward 14 when Mr A fell four times (upheld);
• (b) there was a lack of cleanliness in Ward 14 (not upheld);
• (c) there was a lack of concern from nursing staff in Ward 20 when Mr A's family highlighted that his blood pressure reading appeared high (not upheld);
• (d) Mr A contracted MRSA twice (not upheld);
• (e) the Board failed to inform Mr A's family of the rapid decline in his clinical condition or to contact them prior to his death (upheld); and
• (f) the Board failed to remove a catheter tube from Mr A's body (upheld).

Redress and recommendations
The Ombudsman recommends that the Board:

• (i) review the circumstances surrounding Mr A's falls with a view to identifying, and rectifying, underperformance in the practical implementation of their falls management and dementia care policies and procedures; and
• (ii) review the circumstances leading to Mr C's complaint and consider introducing measures to improve communication with patients' families.

The Board have accepted the recommendations and will act upon them accordingly.

Please note that this Report contained a typographical error in paragraph 2. It should read:

5 October 2009.