Overview
The complainant (Ms C) complained about some aspects of care and treatment and communication with the family in respect of her mother, aged 80, who had been admitted to Aberdeen Royal Infirmary (the Hospital), a hospital in the area of Grampian NHS Board (the Board) in October 2007. She had been badly injured in a road traffic accident and, most sadly, never properly recovered full consciousness, dying in the Hospital about a fortnight later.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) some aspects of the care and treatment were inadequate (upheld); and
- (b) communication with the family was inadequate (no finding).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) apologise direct to Ms C for the shortcomings identified in this report;
- (ii) reflect on the medical lessons to be learnt from this case and consider appropriate action;
- (iii) ensure that, in future, they are able to evidence patients fluid levels, by retaining, for example, a record of daily fluid totals for a year after the event, in case needed;
- (iv) consider how to improve the record-keeping, including notes of discussions with patients and families, of medical staff in the ward in question, and take action accordingly;
- (v) consider any need for a wider audit of medical record-keeping; and
- (vi) reflect on the criticisms about complaint handling and consider appropriate action.