93-Year-Old Woman Faces Long Wait for NHS Complaint Response

Elizabeth Connelly, a 93-year-old woman from Cumbernauld, has endured an eight-month wait for a response to her complaint regarding treatment at the ophthalmology outpatients clinic at Falkirk Community Hospital. Her family submitted the grievance in late May 2024, but it took until January 17, 2025, for NHS Forth Valley to address the issue, despite the health board’s guidelines stating that complaints should be resolved within 20 working days.

Mrs. Connelly, a widow, regularly attended the Falkirk clinic for intravitreal (IVT) injections to treat her wet macular degeneration, alongside her diagnoses of glaucoma and ocular myasthenia gravis. Previously, she had also undergone surgery in 2023 to remove a cancerous growth from beneath her right eye at University Hospital Wishaw. Her son, Paul Connelly, noted that although his mother generally had positive interactions with NHS staff, her IVT injection on March 18, 2024, resulted in significant pain, prolonged bleeding, and a deterioration of her vision.

Concerns Over Treatment Experience

Mrs. Connelly described a troubling experience during her treatment session, where she observed that the advanced nurse practitioner seemed visibly agitated while handling the injection. “I was concerned but thought that the nurse had taken an oath to ‘first do no harm’ so I should let her go ahead,” she recalled. After the procedure, she left the clinic with bleeding in her eye, which clinic staff assured her had been cleaned up. However, upon returning home, the bleeding persisted.

Four days later, Mrs. Connelly was compelled to seek emergency care due to her worsening condition. An examination revealed a dramatic decline in her vision. During this visit, she felt dismissed by the attending physician when she expressed her belief that negligence had occurred during her treatment. “At no time was I given advice on the complaints procedure,” she noted. Although her regular injections continued, the nurse involved in her care was no longer present in the department.

The formal complaint was submitted on May 29, 2024. After several months of waiting, NHS Forth Valley acknowledged the complaint but concluded that while there was a communication delay, there was no evidence of negligence. The health board attributed Mrs. Connelly’s vision loss to the progression of her existing conditions rather than the IVT injection.

Ongoing Health Issues and Lack of Resolution

Subsequent consultations with various ophthalmology specialists led to further frustration for Mrs. Connelly and her family. Although a consultant acknowledged the traumatic nature of her IVT experience, they did not accept that the treatment fell below acceptable standards. Promises of future investigations and meetings with senior management were not fulfilled, despite claims from NHS Forth Valley that such opportunities were offered.

During one appointment, a consultant handed Mrs. Connelly a note stating, “I know (names nurse) is a kind nurse. She would be very upset to know how much this has affected you.” Yet, Mrs. Connelly stated that her pain has persisted, with the only solution offered being the use of eye drops, while her vision continues to decline.

Expressing her disappointment, she said, “Throughout this process, there has been no empathy from so many in the caring profession. I wanted to highlight what happened to me in the hope that no one else has to go through a similar experience.”

NHS Forth Valley’s website currently indicates that the organization is experiencing delays in handling complaints, citing a backlog that may extend response times beyond the standard guidelines. The health board maintains that they strive to keep patients informed throughout the complaints process.

A spokesperson for NHS Forth Valley expressed regret over the delays experienced by Mrs. Connelly, acknowledging the frustration such situations can cause. They confirmed that a detailed response was provided in January 2025 and that patients dissatisfied with the outcome of their complaints can contact the Scottish Public Services Ombudsman (SPSO) for further advice.