Overview
The complainant (Mrs C) complained that administrative and complaint handling errors by Greater Glasgow and Clyde NHS Board (the Board) had resulted in an unreasonable delay in her referral for treatment from the NHS and that consequently she felt it necessary to obtain the treatment privately. Mrs C sought reimbursement of the costs directly incurred by her in having her surgery performed outwith the NHS.
Specific complaint and conclusion
The complaint which has been investigated is that the Board failed to properly administer Mrs C's referral for non-cosmetic plastic surgery (upheld).
Redress and recommendation
The Ombudsman recommends that the Board reimburse Mrs C's invoiced treatment costs.
The Board have accepted the recommendation and have acted on it accordingly.