Overview
The complainant, Mr C, raised a number of concerns about the care and treatment provided to his mother, Mrs A, by Lanarkshire NHS Board (the Board). Mr C was concerned that there had been delays in Mrs A's treatment, incorrect diagnosis of her bowel problems, poor communication and poor complaints handling.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) there was an unacceptable delay in performing triple heart bypass surgery on Mrs A (not upheld);
- (b) there was an incorrect diagnosis of Mrs A's bowel problems (not upheld);
- (c) there was inadequate communication between Monklands Hospital (Hospital 3) and Mrs A's General Practitioner and Hospital 3 and other hospitals involved in her care (upheld); and
- (d) the complaint to the Board raised by Mrs A's MSP was not handled properly (not upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) apologise to Mrs A for the failures identified under head of complaint (b);
- (ii) remind their staff to ensure that written and typed notes are made contemporaneously after any clinical admission or out-patient visit; and
- (iii) apologise to Mrs A for the communication failures highlighted at paragraphs 43 to 45.
The Board have accepted the recommendations and will act on them accordingly.