Overview
The complainant, Mr C, complained about the lack of clinical follow-up for his ear, nose and throat complaint and that a Consultant Surgeon (the Consultant) did not refer him for a further clinical opinion. He also complained that Greater Glasgow and Clyde NHS Board (the Board) took over three months to respond to his formal complaint.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) no action was taken for seven months to identify the cause of the symptoms of Mr C’s condition (not upheld);
- (b) the Consultant did not refer Mr C to another specialist for an opinion (upheld); and
- (c) the NHS took over three months to respond to the complaint (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) remind the Consultant of the importance of clear communication with patients, to assist their understanding of any potential diagnosis or otherwise, when symptoms are still present;
- (ii) ensure that staff clearly record the outcome of a clinical decision regarding a second opinion; and
- (iii) review their internal procedure for investigating and resolving complaints and consider ways to improve their response times to complaints.
The Board have accepted the recommendations and will act on them accordingly.