Overview
The complainant (Mr C) raised a number of concerns about the care and treatment his late mother (Mrs A) received while a patient in Ward 8 (the Ward) of the Royal Victoria Hospital, Edinburgh (the Hospital). Mrs A died, aged 82-years-old, on 7 May 2007 in the Hospital. The complaint is brought by Mr C on behalf of himself, his sister (Mrs D) and other family members. Mr C and his family were also unhappy with the way in which Lothian NHS Board (the Board) dealt with their complaint.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) Mr C and his family were given conflicting reasons by nursing staff for Mrs A's move to a two bedded room in the Ward (upheld);
- (b) the language used by nursing staff about Mrs A was inappropriate (upheld);
- (c) the attitude of a staff nurse on the Ward was unacceptable (no finding);
- (d) the attitude of nursing staff towards mobilising Mrs A was reprimanding in manner and unreasonable (not upheld);
- (e) the temperature in the Ward was high and uncomfortable (upheld);
- (f) the conditions in the two bedded room contributed to the speed of Mrs A's decline in the final days of her life (not upheld); and
- (g) the Board failed to handle the complaint from Mr C and his family appropriately (partially upheld).
Redress and recommendations
The Ombudsman recommends that Lothian NHS Board (the Board):
- (i) issue Mr C, Mrs D and their family with a formal written apology for the failings identified in heads of complaint (a), (b), (e) and (g) of this report; and
- (ii) audit and update the Action Plan in one year and share the findings with the Ombudsman's office.
The Board have accepted the recommendations and will act on them accordingly.