NHS Lothian ordered to apologise after doctor was ‘dismissive and disrespectful’ toward patient

NHS Lothian has been ordered to apologise after a doctor working in one of its hospitals was “dismissive and disrespectful” toward a patient.

A watchdog that investigates the practices of local authorities upheld a complaint against the region’s health board for “unprofessional language” used by the consultant.

The failings were identified in medical records and the doctor’s documentation “lacked a clear clinical rationale for the decisions that they made,” a damning report said.

NHS Lothian said it was sorry the individual’s experience fell short of the “high standard of professionalism and respect from our staff”.

The patient, referred to only as ‘C’, raised the issue with the Scottish Public Services Ombudsman (SPSO) after being discharged from hospital and unhappy with the quality of care they received.

They complained about the doctor’s “attitude,” claiming they had been treated in a “dismissive, derogatory and unprofessional manner” during an inpatient session.

An investigation by the watchdog concluded the doctor’s communication and documentation “did not meet the required professional standards” and “impacted on the board’s overall communication of C’s care and treatment needs”.

A report published by the SPSO said: “The clinical records evidenced a dismissive and disrespectful attitude towards C. The doctor’s documentation lacked a clear clinical rationale for the decisions that they made about C’s diagnosis and medication.”

The Ombudsman said NHS Lothian should apologise “for the unprofessional language” and “the doctor’s communication regarding diagnosis and medication”. It added there “should not be a pattern of poor practice”.

It also urged the board to consider offering the affected patient a medical review from “a doctor other than the doctor at the subject of the complaint”.

C had also claimed the “disrespectful” doctor, who was also not named, “removed their diagnosis, stopped their medication and made no arrangements for them to receive support following their discharge” however these parts of the complaint were not upheld.

Dr Tracey Gillies, Medical Director for NHS Lothian, said: “We expect a high standard of professionalism and respect from our staff when delivering care and we apologise that this patient’s experience fell short of that.

“We acknowledge the recommendations and the SPSO will be kept updated on implementation.”