Overview
The complainant (Mrs C) complained about the care and treatment her sister (Mrs A) received at Ninewells Hospital, Dundee (the Hospital).
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) there was an unreasonable delay in arranging an MRI scan following Mrs A's admission to the Hospital in November 2003 (upheld);
- (b) the delay caused Mrs A's condition to worsen and become irreparable leaving her in constant and severe pain (not upheld);
- (c) there was a failure by the Hospital's Pain Clinic to monitor or arrange appropriate follow-up in relation to the medication prescribed for Mrs A (not upheld); and
- (d) there was an unreasonable delay by Tayside NHS Board (the Board) in the handling of the complaint (not upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) issue Mrs A with a full formal apology for the failures identified in part (a) of the complaint. The apology is to be in accordance with the Ombudsman's guidance note on 'apology' which sets out what is meant by and what is required for a meaningful apology; and
- (ii) provide evidence to the Ombudsman of the steps taken to prevent a reoccurrence of the failures identified in paragraphs 21 to 23 of the report.
The Board have accepted the recommendations and will act on them accordingly.