Overview
The complainant (Mrs C) made a complaint about the care and service provided to her husband (Mr C) by the Scottish Ambulance Service (the Service) in transporting Mr C to and from an Endoscopy out-patient appointment at Crosshouse Hospital in Kilmarnock. Mrs C also complained about the care and treatment provided to Mr C by Ayrshire and Arran NHS Board (the Board) while waiting for his out-patient appointment at the Hospital.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) the care and service provided to Mr C by the Service were not reasonable (upheld); and
- (b) the care and treatment provided to Mr C by the Board was not reasonable (upheld).
Redress and recommendations
The Ombudsman recommends that the Service:
- (i) remind all crews in the South West Division to contact their Area Service Office and await instructions if cancellations on their patient list would mean that other patients would be transported to hospital several hours before their appointment time; and
- (ii) remind all crews in the South West Division of the importance of passing on relevant information about a patient's needs following an outbound journey, such as whether a stretcher facility is required for a return journey, to their Area Service Office.
The Ombudsman recommends that the Board:
- (iii) ensure that a record is made of the time a patient is admitted for their procedure and also of all advice given to patients on admission by nursing staff. This requirement should be incorporated into the new guidance;
- (iv) remind nursing staff of the importance of treating people as individuals, even in a very busy unit, as set out in the NMC Code; and
- (v) provide him with evidence of audit and evaluation of the first six months' operation of the new guidance and action plan for dealing with vulnerable adults arriving for Endoscopy appointments.
The Service and the Board have accepted the recommendations and will act on them accordingly.