NHS apologises for miscommunication amid review into partner's death

A NHS health board has apologised for a failure in communication during an investigation of a patient’s death.

The patient’s partner raised a complaint following a Significant Adverse Event Review (SAER) by NHS Grampian.

The review was commissioned after the death of the patient who had been diagnosed with Barrett’s oesophagus, a condition where some of the cells in the throat grow abnormally.

The partner complained about their lack of “inclusion and involvement” in the SAER.

A report conducted by the board found that it had “failed” to adhere to its own and national guidelines.

One issue identified was the lack of a family liaison contact, which meant communication was “negatively impacted”.

Not satisfied with the board’s response, the partner raised a complaint with the Scottish Public Services Ombudsman.

The watchdog took independent advice from a consultant hepatologist and a gastroenterologist.

While NHS Grampian had acted in the “spirit” of national policy, the board’s own policy set more “concrete” standards for communication.

The ombudsman found there were issues of “miscommunicating and managing” and a lack of consistency in responses.

Overall, it was identified as a “failure to follow process”, which led to the issues the patient’s partner faced.

The SPSO recommended that an apology be issued by the health board.

It was also recommended that NHS Grampian share the results of the review with all staff to ensure “learning is board-wide”.

An NHS Grampian spokesperson said: “We accept the recommendations of the SPSO in this case. We have formally apologised to [the patient’s partner] and would take this opportunity to apologise again publicly.

“We did not meet their, or our own, expectations in this case.

“All recommendations made by the SPSO will be implemented as specified.”