Overview
The complainant (Mr C) raised a number of concerns about the cleanliness of his room in the Royal Infirmary of Edinburgh (the Hospital).
Specific complaint and conclusion
The complaint which has been investigated is that Mr C's room in the Hospital was not adequately cleaned during his stay (upheld to the extent that any evidence to back up Lothian NHS Board's (the Board) position had been mislaid and that the Board's response to Mr C was not adequately evidenced).
Redress and recommendations
The Ombudsman recommends that the Board:
(i) remind the relevant cleaning contractor of the importance of good record keeping; and
(ii) ensure that they obtain all of the available evidence when investigating a complaint and verify any statements provided during the course of the investigation.
The Board have accepted the recommendations and will act on them accordingly.