Overview
The complainant (Ms C) raised a number of concerns in respect of her attendance at the Breast Screening Service for tests and subsequent correspondence relating to her results.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) there was a lack of information at the screening appointment (not upheld);
- (b) the discharge letter was unclear (upheld);
- (c) the Breast Screening Service failed to fully address Ms C's concerns (upheld); and
- (d) the Breast Screening Service failed to issue a letter notifying Ms C that she was clear of breast cancer (not upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) consider reviewing the wording of the discharge letter; and
- (ii) review procedures to ensure that telephone calls to the Breast Care Service are responded to appropriately.
The Board have accepted the recommendations and will act on them accordingly.