Overview
The complainant (Miss C) had difficulties with recurrent ear infections due to a perforated right eardrum. In November 2010, she underwent a myringoplasty in order to treat this. Miss C experienced significant problems following the procedure, including balance problems, sickness and significant hearing loss in her right ear. In January 2011 she underwent a hearing test which confirmed the hearing loss, with limited options for treating this. Miss C complained to Tayside NHS Board (the Board) in January and March 2011 about the treatment she received including the treatment following the myringoplasty, but did not receive a final response until June 2012.
Specific complaints and conclusions
The complaints which have been investigated are that the Board:
- (a) failed to carry out appropriate surgery and follow-up treatment following the myringoplasty on 5 November 2010 (not upheld);
- (b) failed to explain that the risks of surgery could result in hearing loss or balance problems (not upheld); and
- (c) failed to respond to Miss C's complaints in accordance with the NHS complaints procedure (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- (i) offer Miss C an appointment with a senior otologist to discuss possible surgical options;
- (ii) provide evidence that staff on Ward 26 are aware of the procedure that should be followed when patients report post-operative problems;
- (iii) amend their Informed Consent Policy to ensure that patients who sign a consent form prior to treatment are given the option of receiving a copy;
- (iv) remind the medical staff involved in this complaint of the need to confirm consent as per the Informed Consent Policy;
- (v) conduct an audit of their internal complaints handling process to ensure that all complaints received are properly handled as per the Board's complaints procedure; and
- (vi) give a full and sincere apology to Miss C for the outcome of the myringoplasty, and for all the failings identified within this report.