Overview
The complainant (Mr C) raised a number of concerns about the treatment which his wife (Mrs C) received leading up to and following a planned left nephrectomy (kidney removal) for transplant, which took place on 22 June 2007. The nephrectomy operation was started but was not completed because the clinicians involved deemed Mrs C's donor kidney was unsuitable for transplantation. Mr C had concerns that the clinicians should have been aware prior to the planned nephrectomy that the kidney was not suitable and this would have prevented Mrs C from having to undergo the operation. Mr C also had concerns about the treatment which Mrs C received following the operation and the way Greater Glasgow and Clyde NHS Board (the Board) handled his complaints.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) the process used by the Transplant Team to identify Mrs C's suitability for the nephrectomy prior to the operation was inadequate (not upheld);
- (b) the decision to abort the nephrectomy on 22 June 2007 was unreasonable (not upheld);
- (c) Mrs Cs post-operation management was inadequate (upheld);
- and (d) the Board's handling of the complaint was unsatisfactory (upheld).
Redress and recommendations
The Ombudsman recommends that:
- (i) the clinicians reflect on the Adviser's comments about the level of clinical information which has been entered in the clinical records;
- (ii) the Board apologise to Mrs C for the failings identified in her post-operation management;
- (iii) the Board review their discharge arrangements for surgery of this type and take steps to ensure there is appropriate post-surgery discharge planning in each case; and
- (iv) the Board remind staff of their obligations to manage complaints in line with the NHS complaints procedure and take action to ensure that information about the NHS complaints procedure which is held locally in hospitals and clinics is up to date.
The Board have accepted the recommendations and will act on them accordingly.