Overview
The complainant (Mrs C), a Senior Project Worker for an advocacy service, complained about the care and treatment of a member of the public (Mrs A) during an admission to St John's Hospital (the Hospital).
Specific complaints and conclusions
The complaints which have been investigated are that Lothian NHS Board (the Board):
- (a) failed to prevent a male patient from entering Mrs A's room on a number of occasions (not upheld);
- (b) failed to explain what action they had taken to prevent a recurrence, when responding to the complaint (upheld);
- (c) inappropriately continued to barrier nurse Mrs A, despite a negative stool specimen being provided on 26 May 2009 (not upheld); and
- (d) stated, in response to Mrs A's complaint, that she was moved to Ward 17 for further assessment, whereas Mrs A had understood that she was simply being moved there because it was a safer environment (not upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) ensure that, in future complaint responses, they provide complainants with information regarding the action they intend to take to prevent recurrence of any problems identified; and
- (ii) consider Adviser 1 and Adviser 2's comments at paragraph 18 and revise their action plan in order to ensure that it is comprehensive.
The Board have accepted the recommendations and will act on them accordingly.