Overview
The complainant (Mrs C) was unhappy with the support given to her son (Master A) by a District Nursing Team (DNT), from January to June 2010. She was also unhappy with Grampian NHS Board (the Board)'s handling of her complaint. Master A, who was five years old at the time of the events complained about, was diagnosed with Type 1 diabetes in August 2006. He had a history of asthma, allergies and eczema.
Specific complaints and conclusions
The complaints which have been investigated are that the Board:
- (a) gave Master A instructions on self-administering insulin without Mrs C's consent or knowledge, or that of Master A's Paediatric Diabetes Care Team (upheld); and
- (b) failed to handle Mrs C's complaint properly (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) apologise to Mrs C for the misunderstanding and confusion caused by the DNT's poor record-keeping;
- (ii) obtain signed consent from parents/carers where healthcare staff want a child to self-administer insulin;
- (iii) look into having a single named point of contact for parents/carers in relation to all of a child's diabetes care and treatment; and
- (iv) review how complaints are dealt with by the Moray Community Health and Social Care Partnership, to ensure that the Complaints Handling Procedures are followed.
The Board have accepted the recommendations and will act on them accordingly.