Overview
The complainant raised concerns about a consultant surgeon's decision not to perform the operation which he had intended to do and about staff attitudes.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) a surgeon cancelled an operation without proper cause (not upheld);
- (b) a hospital nurse's attitude at admission and discharge was inappropriate (no finding);
- (c) the Board's two replies to the complaint were insulting and inadequate (not upheld);
- (d) the surgeon's lack of record keeping about his decision to cancel the operation was inappropriate (upheld); and
- (e) some of the hospital's communication procedures were inadequate (upheld).
Redress and recommendations
The Ombudsman recommends that:
- (i) the surgeon review his record keeping in line with General Medical Council guidance; and
- (ii) the Board improve communication to staff in the hospital's Admission and Discharge Lounge.
The Board have accepted the recommendations and have taken steps to action them.