Overview
The complainants (Mr B and Mrs C) raised a number of concerns about the care and treatment of their late mother (Mrs A) during her final admission through Accident and Emergency at Inverclyde Royal Infirmary in February 2006. They were also concerned about the manner in which their complaints had been dealt with by Greater Glasgow and Clyde NHS Board (the Board).
Specific complaints and conclusions
The complaints which have been investigated are that the Board:
- (a) failed to provide appropriate care to Mrs A on 14 and 15 February 2006 (upheld); and
- (b) failed to respond promptly and appropriately to Mr B and Mrs C's complaints (upheld).
Redress and recommendations
The Ombudsman recommends that the Board apologise in writing to Mr B and Mrs C for the failure to provide appropriate care to Mrs A and her family on the 14 and 15 February 2006 and the failure to respond to their complaints in a timely and effective manner.
The Ombudsman recognises that a number of other changes introduced by the Board and NHS Scotland avoid the need for further recommendation, although she notes with concern the time taken to introduce some of the changes and the negative impact several structural reorganisations had on this complaint.
The Board have accepted the recommendations and will act on them accordingly.