Overview
The complainant (Miss C) attended the Royal Infirmary of Edinburgh, in the area of Lothian NHS Board (the Board), on two separate occasions in early 2009 with a history of abdominal pain and irregular menstrual bleeding. She complained about the management of her pain during these attendances.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) Miss C's pain was managed inappropriately (upheld); and
- (b) the standard of record-keeping was inadequate (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) review their systems for ensuring that patients' pain is properly assessed in Accident and Emergency and on the gynaecology ward and that patients' needs are met with timely pain management, and provide copies of audits regarding pain assessment and management. The review should consider triage arrangements for patients directly referred by their GP and also initiatives for meeting patients' needs if medical staff are not readily available to prescribe pain relief;
- (ii) ensure that, when handling complaints, all complainants' concerns are addressed and that responses refer to relevant standards and guidelines where appropriate;
- (iii) apologise to Miss C for their failure to manage her pain appropriately and for not fully addressing this issue when responding to her complaint. The apology should also acknowledge the inappropriate reference to Miss C using her mobile telephone; and
- (iv) provide evidence that appropriate strategies are in place to ensure that all nursing records meet the standards outlined by the Nursing and Midwifery Council.
The Board have accepted the recommendations and will act on them accordingly.