Overview
The complainant (Mrs C), supported by her family, raised a number of concerns about specific elements of the care and treatment of her mother (Mrs A) in two NHS hospital settings and the overall care provided by an Independent Care Home where she was a fully-funded NHS Continuing Care Patient. The complainant also questioned the oversight of the care provided in the Care Home by the NHS staff responsible for her mother. The complainant was dissatisfied with the quality of the Greater Glasgow and Clyde NHS Board (the Board) investigation into her complaint and the number of bodies she had to raise a complaint with in order to address all her concerns.
Specific complaints investigated and conclusions
The complaints which have been investigated are that the Board:
- (a) failed in their care and treatment of Mrs A (partially upheld);
- (b) failed in their duty of care to Mrs A while she was in the Care Home (partially upheld); and
- (c) failed to adequately investigate Mrs C's complaint (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) use this case to learn lessons about the use of observations and comments made by relatives in decisions about case management and treatment plans;
- (ii) ensure that procedures are in place to inform relatives about how to make contact with medical staff; and
- (iii) consider adopting a policy of informing the family of continuing care patients of the current system of proactive clinical review and invite their input as appropriate. The policy should also indicate how families can contact the appropriate clinician in-between periodic reviews.
The Board have accepted the recommendations and will act on them accordingly.