Overview
In February 2010, the complainant (Mrs C)'s late mother (Mrs A) was admitted to Drumcarrow Lodge of Stratheden Psychiatric Hospital (the Hospital). She was hearing voices and suffering from hallucinations and paranoia. Mrs A was discharged from the Hospital on 31 May 2010 after her mental health problems had been resolved. However, Mrs C alleged that the Hospital paid scant regard to Mrs A's physical condition and did not assess this properly before her release. Mrs A died from heart failure on 5 June 2010 after an emergency admission to Ninewells Hospital, Dundee, on 2 June 2010. Mrs C submitted a formal complaint about the way the Hospital dealt with Mrs A's physical care and treatment but she alleged that the responses she received were unreasonable.
Specific complaints and conclusions
The complaints which have been investigated are that Fife NHS Board (the Board)'s:
- (a) physical care and treatment of Mrs A, while she was a patient at the Hospital, were unacceptable (upheld); and
- (b) responses to Mrs C's complaints about Mrs A's physical care and treatment were unreasonable (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) offer Mrs C a full and sincere apology for their failures with regard to Mrs A's treatment;
- (ii) share this report with the team involved and with the Consultant Psychiatrist and remind him of his overall responsibilities in such cases;
- (iii) look into the process of issuing referral letters, to ensure that any failures to respond are chased up and into the fact that a letter appeared to have been signed by a trainee psychiatrist when she was on holiday;
- (iv) apologise to Mrs C for their failures with regard to the investigation of her complaint; and
- (v) review the rigour of their complaint handling process, with particular relevance to timescale and investigative thoroughness.
The Board have accepted the recommendations and will act on them accordingly.