Overview
The complainant (Mr C) raised a number of concerns about the treatment and care his mother (Mrs A) received at the Royal Alexandra Hospital, Paisley (Hospital 1) in October 2004. Mr C also complained about delay by Argyll and Clyde NHS Board, now Greater Glasgow and Clyde NHS Board (the Board), in dealing with his complaint.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) Mrs A was left alone without adequate clothing and bedding in a cold room (upheld);
- (b) Mrs A's family were not told about the circumstances which led to Mrs A gashing her legs until after they had enquired about them (upheld);
- (c) Mrs A's medical records did not accompany her when she was transferred from Hospital 1 to Hospital 2 and that there was subsequent delay thereafter in forwarding the records (upheld); and
- (d) there was a delay by the Board in dealing with Mr C's complaint (partially upheld).
Redress and recommendations
The Ombudsman recommends that:
- (i) the Board issue Mr C and his family with a full formal apology for the failures identified in complaints (a) and (b) of this Report;
- (ii) the Board should audit their care planning document in one year and share the findings with the Ombudsman's office;
- (iii) when a hospital patient is being transferred internally or externally, a 'tick list' of what needs to go with that patient should be completed before the patient leaves the ward;
- (iv) when a hospital patient is being transferred externally, staff transporting the patient should also check that all the items contained on the 'tick list' accompany the patient;
- (v) the 'tick list' should then be immediately checked by the receiving ward or hospital when the patient arrives there;
- (vi) the Board issue Mr C with a formal apology for the errors contained in their letter of 21 January 2005, as identified in paragraph 41 of this report; and
- (vii) the apology in recommendations (i) and (vi) should be in accordance with the Ombudsman's guidance note on 'apology' (which sets out what is meant and what is required for a meaningful apology).
The Board have accepted the recommendations and will act on them accordingly.