Overview
The complainant (Mrs C) complained about the Greater Glasgow and Clyde NHS Board (the Board)'s delay in dealing with her complaint concerning the circumstances pertaining when she required to view her son's body in the Royal Alexandra Hospital (the Hospital)'s mortuary.
Specific complaint and conclusion
The complaint which has been investigated is that the Board delayed in dealing with Mrs C's complaint concerning the circumstances pertaining when she required to view her son's body in the Hospital's mortuary (upheld).
Redress and recommendations
The Ombudsman recommends that the Board re-emphasise to staff the importance of following the stated complaints procedure and that, in the event of investigations over-running target dates, the complainant must be contacted on day 20 and fully advised. Further, that complainants' agreement to an extension should be sought and after 40 days, where they do not agree, complainants should be advised of their right to raise the matter with the Ombudsman.
The Board have accepted the recommendations and will act on them accordingly.