Overview
The complainant (Mr C) raised a number of concerns about the treatment his late mother, (Mrs A) received at the Victoria Infirmary, Glasgow in February 2006. These included communication failures between staff and the relatives; inadequate care and treatment; and difficulties in reporting lost property.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) staff failed to ensure that Mrs A's nutritional intake was monitored and did not obtain a complete medical history (not upheld);
- (b) staff failed to communicate adequately with Mrs A's family (upheld); and
- (c) the procedure for reporting lost property was not adequately followed (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) ensure that this report is shared with the staff involved so that they are reminded of the importance of communication with relatives;
- (ii) consider whether the procedure on change over of shifts for passing information to relatives about patients who have recently died is adequate; and
- (iii) conducts a review of the availability of claim forms at ward level in the hospital and send Mr C a claim form and consider a request for reimbursement of Mrs A's glasses should he wish to pursue the matter.
The Board have accepted the recommendations and will act on them accordingly.