Overview
The complainant (Mrs C) raised a number of concerns on behalf of her late husband (Mr C) about delays in him receiving an appointment from Hairmyres Hospital (the Hospital) to have his abnormal bowel symptoms investigated. Mrs C also complained about the lack of information given to Mr C about delay in a sigmoidoscopy (a procedure to investigative the bowel) going ahead at the Hospital’s Day Surgery Unit.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) there was an unreasonable delay in offering appointments following a GP referral on 31 March 2011 (upheld); and
- (b) Mr C was kept waiting for an unreasonable length of time when he attended the Day Surgery Unit (upheld).
Redress and recommendations
The Ombudsman recommends that the Board:
- share the failings in this case with the Patient Focus Booking Service;
- as a matter of urgency, audit a sample of patients that have been removed from the waiting list for not responding to the Patient Focus Booking Service to ensure the appointment protocol has been followed. In addition, consider changes to the protocol to prevent the error recurring;
- provide evidence to show that the lack of communication regarding the delay and postponement in the sigmoidoscopy going ahead has been fed back to relevant staff; and
- apologise to Mrs C for the failings identified in this letter.
The Board have accepted the recommendations and will act on them accordingly.