Overview
The complainant (Mr C) raised a number of concerns about the treatment which his wife (Mrs C), who was suspected of having multiple sclerosis (MS), received from a consultant neurologist (Consultant 1) at Western Isles Hospital (the Hospital) between October 2006 and February 2007. Mr C also complained about the behaviour of Consultant 1 and the Western Isles NHS Board (the Board)'s handling of the complaint.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) between 18 October 2006 and 21 February 2007 Consultant 1 provided Mrs C with an inadequate level of treatment (not upheld);
- (b) Consultant 1 behaved inappropriately when he learned that Mrs C had made a complaint against him (upheld); and
- (c) the Board's handling of the complaint was unsatisfactory (upheld).
Redress and recommendations
The Ombudsman recommends that:
- (i) Consultant 1 apologise to Mrs C for the comments he made about her in his letter to the GP dated 22 August 2007; and that the Board:
- (ii) ensure that this report is shared with Consultant 1's appraiser and is discussed at Consultant 1's next annual appraisal;
- (iii) carry out an audit to ensure that complaints are being dealt with in accordance with the timescales as stated in the NHS complaints procedure;
- (iv) remind staff who deal with complaints or are subject to complaints of their obligations to act in accordance with the guidance as stated in the NHS complaints procedure; and
- (v) apologise to Mr and Mrs C for the failings which have been identified in this report.
The Board have accepted recommendations (ii) to (v) and will act on them accordingly. As at the date of issue of this report Consultant 1 has not accepted recommendation (i).