Overview
The complainant (Mr C) raised a number of concerns about the treatment his wife (Mrs C) received at the Western Infirmary, Glasgow in January 2005 including the failure of staff to take a wound swab and that his complaint was not dealt with through proper channels.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) Mrs C was given inappropriate care and treatment (upheld); and
- (b) the Board's complaints handling was inadequate (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) monitors compliance of the amended handover procedure to ensure that staff read patient documentation in addition to receiving a verbal report;
- (ii) review their guidance on discharge procedures to ensure that planned care has been provided prior to discharge; and
- (iii) reminds staff when receiving letters direct from patients to clarify and record whether they are making an enquiry or a formal complaint.
The Board have accepted the recommendations and will act on them accordingly.