Overview
The complainant (Mrs C) complained that Greater Glasgow and Clyde NHS Board (the Board) did not correctly diagnose her misplaced vertebra when she attended the Western Infirmary with back pain and 'neurological symptoms'. She was further concerned that the Board did not offer treatment once her condition was diagnosed. Mrs C was also disappointed by the Board's handling of her complaint.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) the Board failed to correctly diagnose the severity of Mrs C's spinal problems (not upheld);
- (b) the Board failed to treat Mrs C's spinal symptoms (not upheld); and
- (c) the Board's complaint handling was poor (not upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) consider reviewing Mrs C's case with a view to identifying any aspects of the communication between consultants and her GP that could be improved; and
- (ii) consider how NHS Scotland's publication: Can I help you? Learning from comments complaints and suggestions should be taken into account when making decisions on complaint time limits.
The Board have accepted the recommendations and will act upon them accordingly.