Overview
The complainant, Mr C, broke his leg while playing rugby. He complained about his treatment at Queen Margaret Hospital (the Hospital), where the Accident and Emergency doctor (the Doctor) diagnosed a soft tissue injury. Mr C was also dissatisfied about how his complaint was handled.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) Mr C's fracture was not diagnosed (upheld);
- (b) Mr C's indication of the location of the pain was ignored both by the Doctor and the bank radiographer (no finding);
- (c) different treatment would have been provided, had the fracture been diagnosed earlier (not upheld); and
- (d) Mr C's complaint was not handled adequately (upheld).
Redress and recommendations
The Ombudsman recommends that Fife NHS Board (the Board):
- (i) share this report with the Doctor and the clinicians in the Accident and Emergency Department to allow them to reflect on it; and
- (ii) remind staff of the importance of obtaining information from all staff, including locum and bank staff, in relation to complaints; and
- (iii) remind staff to respond to complaints in a timely manner or to request an extension if they are unable to do so, in line with the NHS complaints procedure.
The Board have accepted the recommendations and will act on them accordingly.