Overview
The complainant (Mrs C) raised a number of concerns relating to her husband (Mr C)'s admission to Ninewells Hospital, Dundee (the Hospital), his treatment during his stay and the way in which her complaint was handled by Tayside NHS Board (the Board).
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) Mr C's belongings were never recorded on his admission to the Hospital (upheld);
- (a) no response was made to Mr C's cardiac monitor sounding an alarm at various points during his stay in the ward and it was entirely ignored during the night (no finding);
- (b) Mr C was given contradictory information about how he could get his cardiac monitor reset (no finding);
- (c) Mr C's pressing of the call button was not answered for one hour (no finding);
- (d) staff on duty in the ward were not appropriately qualified (not upheld); and
- (e) there were inadequacies in the handling of Mrs C's complaint by the Board (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) remind staff of the need to comply with the 'Patients' Funds and Property Procedure' when admitting patients to the ward;
- (ii) ensure that all staff, especially bank nurses, are reminded of the importance of accurate record-keeping; and
- (iii) take action to remind appropriate staff of the need to comply with the relevant procedures, in relation to investigating and responding to complaints within the required timescales.
The Board have accepted the recommendations and will act on them accordingly.