Overview
The complainant (Ms C) was concerned that her cancer could have been diagnosed earlier had the appropriate referral been made, and felt that Lothian NHS Board failed to deal with her complaint in a satisfactory manner. During my investigation, concern was also raised over the content of a letter from a Consultant Surgeon regarding the investigation of Ms C's mammograms.
Specific complaints and conclusions
The complaints which have been investigated are:
- (a) failure to make appropriate referrals despite agreed practice (upheld) the consequences of which had a devastating impact on Ms C's life (not upheld);
- (b) that the NHS complaints process took too long (upheld) and that the NHS Independent Review Panel’s report did not reflect many of the issues raised and made no recommendations (not upheld); and
- (c) whether a question raised by a Consultant Surgeon regarding the appropriateness of the investigation of Ms C's mammograms was justified (no finding).
Redress and Recommendations
The Ombudsman recognises that the Board have already taken steps to address the issues raised and, therefore, has no recommendations to make. She has, however, asked that the Board let her have further information about the monitoring of their referrals process.