In a recent development, the Scottish Public Services Ombudsman (SPSO) has upheld a complaint regarding the care and treatment of a patient, referred to as Claire, who underwent a hysterectomy at an NHS Lothian A&E unit. The patient alleged that they did not receive adequate pain relief after the surgery, leading to further complications.
After the initial discharge, Claire was readmitted due to a blood clot and infection. Despite expressing concerns about their fitness for discharge on both occasions, the SPSO did not uphold this aspect of the complaint. However, the patient’s subsequent experience in the A&E unit raised serious concerns.
Claire, experiencing heavy vaginal bleeding after discharge, sought emergency medical attention. However, upon arrival at the hospital, they were forced to wait in a corridor despite the severity of their condition. The delay in assessment and inappropriate waiting conditions prompted the SPSO to order a comprehensive review of the A&E unit’s procedures.
The Ombudsman’s investigation revealed that the unit did not assess the patient “sufficiently quickly,” and the manner in which they were made to wait was deemed inappropriate given the urgency of their condition. This finding raises questions about the effectiveness of the A&E unit’s triage system and the overall patient experience.
NHS Lothian acknowledged shortcomings in the patient’s care, and the SPSO concurred that these failings were evident. However, the health board’s response to addressing these issues was deemed insufficient by the Ombudsman, who upheld this particular aspect of the patient’s complaint. In light of these findings, health board chiefs issued a public apology to the patient.
The Medical Director at NHS Lothian expressed regret for the distress caused to the patient during their wait in the A&E unit. In response to the SPSO’s recommendations, the health board is actively implementing the findings of the report. This includes a comprehensive assessment of the delay in triage and a commitment to enhancing the experience of patients requiring privacy during medical assessments.
In her statement, the Medical Director stated, “We apologise for any distress caused to the patient while they waited for their assessment in A&E and are implementing the findings of the report, including an assessment of the delay in triage, and considering what can be done to improve the experience of patients who require privacy while waiting to be assessed.”
This incident sheds light on the challenges faced by patients in emergency situations and the need for a more streamlined and compassionate approach to care. The SPSO’s decision emphasizes the importance of clear and effective communication from health boards when addressing shortcomings in patient care.
Moving forward, NHS Lothian is under scrutiny to implement tangible improvements in its A&E unit, ensuring that patients like Claire receive timely and appropriate care. The health board’s commitment to enhancing privacy for patients awaiting medical assessments reflects a broader acknowledgment of the importance of patient dignity and comfort in the healthcare system.
As this case unfolds, it serves as a reminder of the ongoing efforts needed to maintain and improve the quality of healthcare services, with patient experience and well-being at the forefront of these endeavours.
