NHS Highland told to apologise to grieving daughter
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NHS Highland were told to apologise to the distressed daughter of a stoma patient after it failed to communicate its course of treatment for her mother.
A report from the Scottish Public Service Ombudsman (SPSO) said that, while nursing care had been appropriate, the lack of communication from the health board was “unreasonable”.
The family, who asked to remain anonymous are known only as Mrs A and Miss C in the report.
Mrs A died three weeks after treatment.
A spokeswoman for the SPSO, said: “Miss C complained about the care and treatment her late mother, Mrs A, received at Raigmore Hospital after she was admitted with symptoms of bleeding from her stoma.
“Miss C raised concerns that the surgery was unnecessary and Mrs A had not properly consented to it; that the nursing care was poor, and that the board did not handle Miss C’s concerns through the NHS Model Complaints Handling Procedure (MCHP) appropriately.”
The spokeswoman said the SPSO had taken independent advice from a consultant general and colorectal surgeon.
“We considered that the decision to operate was reasonable on the basis that Mrs A had multiple admissions in the period immediately prior to this admission and required blood transfusion,” she said.
“In addition, Mrs A had undergone appropriate investigation to identify the source of gastrointestinal blood loss and that the pathology report of the resected ileostomy had confirmed that it was the source of bleeding.
“In addition, we were of the view that although Mrs A had experienced a rare complication of the surgery, there was no evidence that it had fallen below a reasonable standard.
“However, we found that there was insufficient evidence to show that any of the recognised risks of the surgery had been discussed with Mrs A.
“We considered this unreasonable and not in accordance with guidance. Therefore, we upheld this aspect of Miss C’s complaint. We noted that the board’s investigation had accepted that the documentation regarding communication was of an unreasonable standard and that the staff involved had reflected on their practice for learning and improvement. The board also took steps to amend the surgery consent form to ensure that the recognised risks of surgery are clearly captured.
“In terms of nursing care, we found this to be reasonable and appropriate.”
NHS Highland have been told to apologise to Miss C, and to ensure surgical staff “understand their responsibilities” in ensuring important events and communications are recorded and that patient supporters are involved in decisions about treatment in accordance with good practice guidance.
