Overview
The complainant, Ms C, complained that she was given conflicting information regarding the diagnosis of her condition and the need for her to have an operation. Ms C made a further complaint about what happened when she attended the Accident and Emergency department (the Department).
Specific complaints and conclusions
The complaints which have been investigated are that:
(a) between December 2004 and June 2005, Ms C was given conflicting information regarding her diagnosis and treatment (upheld); and
(b) Ms C was not treated in a reasonable manner when she attended the Department on 4 June 2005 (not upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
(i) apologise to Ms C for the shortcomings identified in this report;
(ii) consider offering Ms C further clinical investigation, including imaging of the biliary tract, under the care of a consultant not previously involved with her care, that they liaise with the psychiatric team who provide support for Ms C;
(iii) share a copy of this report with Consultant 1; and
(iv) ensure that there are appropriate procedures for safe storage, filing and tracking of clinical notes in the Department, to ensure they are available for retrieval and reference in future. She asks that the Board notify her of the action taken in this regard.
The Board have accepted the recommendations and will act on them accordingly.