Overview
The complainants (Mr and Mrs C) raised a number of concerns about the treatment that Mrs C's mother (Mrs A) received when staying in the Southern General Hospital (the Hospital) between 6 October 2009 and 4 February 2010. They complained that staff of Greater Glasgow and Clyde NHS Board (the Board) failed to monitor Mrs A's condition properly or provide her with effective treatment. Mr and Mrs C raised further concerns about staff communication, record-keeping, a lack of patient dignity and a failure to provide stimulation for patients with dementia.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) there was a failure to provide the appropriate care and treatment to Mrs A between 6 October 2009 and 4 February 2010 (upheld);
- (b) the nursing notes contained inaccurate and inconsistent information along with unprofessional language (upheld);
- (c) there was poor communication between ward team members and the family (upheld); and
- (d) the handling of the complaint was poor (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) apologise to Mrs A's family for the issues highlighted in this report; and
- (ii) provide the Ombudsman with a report on the improvements made within the older people's unit as a result of their action plan, including details of how the National Dementia Strategy is being implemented by the Hospital.
The Board have accepted the recommendations and will act on them accordingly.