Overview
Mr and Mrs C complained to NHS Lothian Health Board (the Board) on 24 October 2006 about the treatment and management of medical care provided to their late son (Master C) by the Board's Child and Family Mental Health Service (CAMHS) whilst he was a patient during 2000 and 2001. Mr and Mrs C also complained about the subsequent failure of the Board to provide adequate services for the treatment of his mental health in 2001. CAMHS was governed by Lothian Primary Care NHS Trust until 31 March 2004 and was the accountable body during the period of Master C's treatment in 2000-2001. NHS Lothian Health Board (the Board) was the accountable body thereafter who considered and responded to the complaints made by Mr and Mrs C, and subsequently to this office.
Specific complaint and conclusion
The complaint which has been investigated is that the Board failed in the care and treatment of Master C during the period 2000 - 2001 (upheld).
Redress and recommendations
The Ombudsman has considered all the information presented to this office, together with the action taken by the Board. It is clear the service failures identified in this report demonstrate systemic failures by the Board. It is evident that the service failures were as a result of poor policy and practice. The Ombudsman is satisfied that the Board, as a consequence of this complaint, demonstrated by the evidence presented to this office detailing improvements to CAMHS since 2001, have undertaken action to remedy the service failures identified in order to improve current services.
The Ombudsman recommends that the Board:
- (i) provides evidence that their patient discharge process for CAMHS is clear and robust and available to patients, parents and carers; and
- (ii) ensures their complaints policy reflects a clear process which outlines a structured, timely approach to gathering information from key personnel involved in the complaint.