Overview
The complainant (Mrs C) raised a number of concerns that treatment decisions, communication and level of support by healthcare professionals were not of a reasonable standard following her husband (Mr C)'s cancer diagnosis.
Specific complaints and conclusions
The complaints which have been investigated are that Lothian NHS Board (the Board):
- (a) failed to provide a reasonable standard of care and treatment to Mr C following his cancer diagnosis (upheld); and
- (b) failed to clearly communicate with Mrs C regarding Mr C's prognosis and provide an adequate level of support to help Mrs C cope with his illness (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- provide a plan detailing the changes they have made to: prevent a recurrence of failing to store medical records securely; and meet Scottish government emergency department targets;
- confirm the learning gained as a consequence of this complaint and provide details of how this has been passed to and considered by relevant staff;
- provide a plan detailing the changes they have made to prevent a recurrence of failings in their communication with Mr and Mrs C regarding chemotherapy treatment;
- ensure their responses to complaints are meaningful and appropriate in tone, use of language etc; and
- further apologise to Mrs C for the failures identified and offer to meet her to discuss in more detail the response she received to her complaint.
The Board have accepted the recommendations and will act on them accordingly.