Overview
The complainant (Mr C) raised a number of concerns that the diagnostic journey he underwent for an abdominal problem was unreasonable and has left him with on-going and debilitating symptoms.
Specific complaint and conclusion
The complaint which has been investigated is that Lanarkshire NHS Board's diagnostic actions were unreasonable (upheld).
Redress and recommendations
The Ombudsman recommends that Lanarkshire NHS Board:
- ensure, as a matter of priority, the Consultant reflects on the events investigated and discusses all learning points at their next annual appraisal. Including when and how a cancer diagnosis is made and communicated;
- ensure that all the medical staff involved in this case are reminded of the importance of adhering to the General Medical Council guidance on record-keeping;
- urgently review the diagnostic process used for colon cancer, including the use of Multi-Disciplinary Team discussions, taking into account national guidance;
- issue a written offer for Mr C to insert a note of clarification in his clinical records where necessary, as mentioned in the draft complaint response;
- review its monitoring process for the handling of complaints to ensure that a robust system is in place to prevent complaint responses that are due for issue being delayed and that if unavoidable delays occur, complainants are kept informed; and
- issue a written apology to Mr C for the failings identified during this investigation.
The Board have accepted the recommendations and will act on them accordingly.