Overview
A MSP (Ms C) raised a number of concerns about the referral process that her constituent (Mr A) had been through after he was diagnosed with cancer. Specifically, she raised concerns that Mr A's GP Practice (the Practice) had failed to identify that Mr A had not been informed of his referral to Oncology and that Lanarkshire NHS Board (the Board) failed to properly administer Mr A's referral and follow-up when he failed to attend the appointment. Mr A died during the course of this complaint and his wife (Mrs A) continued to pursue the complaint on his behalf.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) the Board failed to properly administer Mr A's referral to the Medical Oncology Unit and to follow-up when Mr A did not attend his appointment (upheld);
- (b) the Board did not respond appropriately to Mr A's complaint about their failings (upheld); and
- (c) the Practice failed to identify that Mr A was not aware of his referral to the Medical Oncology Unit (not upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) apologise to Mr A's family for their failure to properly administer his referral; and
- (ii) confirm to her that they have gained assurance that the new referral system functions properly.
The Board have accepted the recommendations and will act on them accordingly.