Overview
The complainant (Ms C) raised a complaint that the South Glasgow University Hospital NHS Trust (the Trust) [now Greater Glasgow and Clyde NHS Board] had failed to provide her with an appropriate level of care during her stay in the Southern General Hospital (the Hospital) in Glasgow.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) Ms C was not supported to the bathroom and had to lie on a bed pad and urinate and defecate in bed (upheld);
- (b) The above resulted in a deterioration in her skin condition (not upheld); and
- (c) the Convenor failed to take appropriate professional advice on the nursing and clinical aspects of Ms C's complaint (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) apologise to Ms C for failing to take sufficient account of her needs when considering her care provision; and
- (ii) ensure that it now has appropriate training in place to ensure staff are aware of the potential issues which may arise when treating patients who have communication difficulties.
The Board have accepted the recommendations and will act on them accordingly.