Overview
The complainant (Mrs C) raised concerns that her husband (Mr C), who suffered from a degenerative neurological disease (the disease), had been given inappropriate advice by a nurse working with patients with the disease. She also complained that her complaint to Grampian NHS Board (the Board) had not been adequately investigated.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) inappropriate advice was given to Mr C about possible treatment available to him for the disease (no finding);
- (b) there was inadequate communication between members of the clinical team involved in Mr C's care (upheld); and
- (c) the Board did not appropriately investigate Mrs C's complaint (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) consider establishing a protocol for clinicians re-entering a patient's care after a period without contact;
- (ii) consider how communication can be improved in circumstances where a team of several clinicians is involved in a patient's care and when a general practice team are the only professionals involved for significant periods; and
- (iii) take steps to ensure that staff involved in the investigation or consideration of complaints are appropriately informed of the details of the complaint and that any decisions reached are properly reasoned and take into account all of the circumstances of the complaint.
The Board have accepted the recommendations and will act on them accordingly.