Overview
The complainant, Mr C, raised a number of concerns about the care and treatment which he received following his private, triple heart bypass operation at Aberdeen Royal Infirmary in June 2003. He also complained about the way in which his complaint about these events had been handled by Grampian NHS Board (the Board). The bulk of Mr C's complaint was not within the jurisdiction of the Ombudsman's office, as it related to the contract for the private treatment, and it was, therefore, only possible to look at the aspect of the complaint relating to complaint handling.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) the Board failed to deal with Mr C's request to receive minutes of meetings with medical staff at which his complaint was discussed in accordance with procedure (partially upheld); and
- (b) the Board failed to deal with Mr C's request that his concerns be discussed with the surgeons and medical staff involved in accordance with procedure (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) apologise to Mr C for failing to deal with his requests to be provided with minutes of the meetings with medical staff in which his complaint was discussed, and his subsequent complaints, in accordance with procedure;
- (ii) take steps to ensure that, in future, the Board completes any internal enquiries required to respond to issues raised by complainants;
- (iii) take steps to ensure that, in future, any potential Data Protection Act requests are identified as such and dealt with in accordance with procedure;
- (iv) apologise to Mr C for failing to deal with his request to have his concerns discussed with the surgeons and medical staff involved in accordance with procedure; and
- (v) take steps to ensure that, in future, all points of complaint are addressed in response letters issued by the Board.
The Board have accepted the recommendations and provided information to show that (i) and (ii) have been implemented. The Board have indicated that they will now act on the remaining recommendations.