Overview
The complainant (Mr C) has raised concerns about the time it has taken to receive an operation following a referral by his GP. He has also complained of Lothian NHS Board (the Board)'s failure to provide a clear explanation for the delay.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) there was an unacceptable delay between referral for surgery and being offered an appointment (upheld); and
- (b) the Board failed to provide a clear and consistent explanation for the delayed appointment (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) write to Mr C to apologise for their failure to provide him with surgery within their own targets of 12 weeks from referral;
- (ii) write to Mr C to apologise for their failure to provide him with an explanation for the delay in offering him an accurate date for surgery within their target period and also their failure to adhere to their 'guaranteed' date for surgery of 18 September 2009; and
- (iii) review the way they carry out and monitor referrals for surgery.
The Board have accepted the recommendations and will act on them accordingly.