Overview
The complainant (Miss C), supporting her mother (Mrs A), raised a number of significant concerns about the care and treatment her father (Mr A) received at Ninewells Hospital, Dundee in the days leading up to his death, from cancer, in June 2008. Miss C was particularly concerned that Tayside NHS Board (the Board) had delivered sub-standard care to her father in a number of important respects such as assistance with feeding, hygiene, cleanliness, management of symptoms and pain as well as failing to accord him dignity and respect. Miss C also complained that hospital staff failed to communicate adequately with Mr A's family about his palliative care or to properly manage Mr A's transfer to a hospice. Miss C was also unhappy with the handling of her complaint.
Specific complaints and conclusions
The complaints which have been investigated are that the Board:
- (a) failed to treat Mr A with all appropriate medical, nursing and personal care and dignity (upheld);
- (b) failed to communicate adequately with Mr A or his family (upheld); and
- (c) failed to deal with Mrs A's complaint in a timely or appropriate manner (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) apologise to Mrs A and Miss C for the failings identified in this report;
- (ii) review their administrative policy for the documentation of the administration of controlled drugs; documentation of patient symptom control; and support to foundation level doctors in the management of terminal patients;
- (iii) review their policy for the insertion of chest drains to include the reporting of chest x-rays following drain insertion and the management and investigation of pain following drain insertion; and
- (iv) review their approach to the documentation of complications of procedures such as chest drains including; i) decisions relating to best management of the complications; and ii) information given to the injured party or their relatives.
The Ombudsman also asks that the Board keep him appraised of progress towards achieving the goals of the Action Plan.
The Board have accepted the recommendations and will act on them accordingly.
Please note this report refers to an Annex 4 (at paragraph 16). The report does not contain an Annex 4 and we apologise for including the reference.