Overview
An Advocacy Worker (Ms C) complained on behalf of the family of an elderly woman (Mrs A) who had been a patient at Glasgow Royal Infirmary (the Hospital). She raised a number of concerns about the nursing care provided, communication with the family and procedures for discharge.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) there was a lack of communication with the family, in particular in relation to whether or not Mrs A had a stroke while in hospital (partially upheld);
- (b) the standard of nursing care provided by some nursing staff was poor (not upheld);
- (c) there was no effective planning of Mrs A's discharge from hospital (upheld); and
- (d) pancreatitis was given as the secondary cause of death even though the family's understanding was that this condition had been successfully treated (not upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) highlight to staff the need to manage the expectations of the families of patients and to be aware of the need to communicate in non-technical language and provide clear explanations;
- (ii) undertake an audit of the new care plan documentation and share the results of that audit with her;
- (iii) apologise to Mrs A's family for their failure to carry out their own discharge policy effectively and the inconvenience, distress and concern that this caused; and
- (iv) audit their discharge policy to ensure that it is now being fully implemented.
The Board have accepted the recommendations and will act on them accordingly.