Overview
The complainant (Mr C) had a large odontogenic keratocyst removed from his jaw in October 2008. His maxillofacial consultant (the Consultant) reviewed Mr C in February 2009 and recommended that he be reviewed every six months because the cyst was aggressive and had a high rate of recurrence. The Consultant saw Mr C again in September 2009, but his appointment in March 2010 was cancelled. The Consultant saw Mr C in September 2010. It was identified that he needed surgery as the cyst had recurred.
Specific complaints and conclusions
The complaints which have been investigated are that Grampian NHS Board (the Board):
- (a) failed to review Mr C within six months as recommended by the Consultant (upheld);
- (b) delayed in notifying him of the re-scheduled appointment (upheld); and
- (c) failed to handle his complaint adequately (not upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) take steps to make relevant staff aware that the views of clinical staff must be taken into account when they are considering deferring the follow-up of a patient and that this should be clearly documented;
- (ii) ensure that relevant staff are aware that they should not jeopardise the health of patients in order to meet a Government target; and
- (iii) apologise to Mr C for the failings identified in relation to complaint (a).
The Board have accepted the recommendations and will act on them accordingly.