The Courier & Advertiser (Angus and Dundee)
Ombudsman tells hospital to apologise
Hospital’s response to patient’s complaint ruled ‘unnacceptable’
NHS Tayside failed to deal properly with a man’s complaint after a surgery at Stracathro Hospital, according to a watchdog.
The man, referred to in a Scottish Public Services Ombudsman (SPSO) report as Mr C, had surgery for a hernia at the hospital.
But he complained to Tayside NHS Board over a lingering pain.
On Wednesday the ombudsman found the board had failed to adequately deal with his complaint, but did not uphold a submission he was not treated reasonably.
The ombudsman said: “Mr C complained that following surgery for a hernia repair at Stracathro Hospital, he suffered severe and continuing pain.
“Mr C complained to the board about the surgery and the reasons for his continuing pain, which he said had an adverse effect on his daily life.
“Mr C was dissatisfied with the response he received from the board.”
The ombudsman took independent advice from a consultant surgeon experienced in performing hernia repairs and related complications.
They advised that the treatment Mr C received was appropriate and no failings were found in post-operative care.
The adviser said Mr C was one of the small percentage of patients who develop pain following this procedure.
“The steps taken by the board to address Mr C’s ongoing pain had been appropriate and reasonable.
“We accepted this advice and did not uphold Mr C’s complaint.
“Mr C also complained that the board had failed to respond appropriately to his complaint.
“The board had accepted they had not dealt with Mr C’s complaint in a timely and reasonable manner and that the delay in responding to the complaint was unacceptable.
“The board had apologised and mentioned action taken to improve their complaints handling.
“It was clear to us that the board had failed to deal with Mr C’s complaint in a timely manner and in accordance with their complaints procedure.
“We also considered in particular that their communication with Mr C about the reasons for the delay was poor. “We therefore upheld this complaint.” The SPSO recommended that the health board formally apologised to the man.
A spokeswoman for NHS Tayside said: “We have apologised to the patient involved in this case and have taken action to address the recommendations.” riwatt@thecourier.co.uk