Clinical treatment in hospital : Betsi Cadwaladr University Health Board

Miss X complained about the care and treatment her partner, Mr Y, received from the Gastroenterology Department at Glan Clwyd Hospital between 2019 and 2021. This specifically included whether the departments contact with Mr Y during the period was sufficient, whether Mr Y would have benefited from referrals to specialists, whether medication prescribed to Mr Y was appropriate and if he should have been given treatment for his insomnia. Miss X also complained about the treatment Mr Y received when he attended the Emergency Department at Glan Clwyd Hospital on 14 October 2021.

The Ombudsman found that Mr Y had sufficient contact from the Gastroenterology Department during the complaint period, however, there were failings in communication, which resulted in anxiety and frustration to Miss X and Mr Y, and therefore this element of the complaint was upheld. It was found that Mr Y should have been referred for scans, and to a liver specialist earlier, however these failings did not cause Mr Y a clinical injustice and so this aspect of the complaint was not upheld. The investigation found that medication prescribed to Mr Y was appropriate. It was also found that Mr Y should have been advised to speak to his GP about his symptoms of insomnia and this aspect of the complaint was partially upheld. The investigation found there were no failings in care when Mr Y attended the Emergency Department.

The Health Board agreed to apologise to Miss X and Mr Y for the failings identified, share the report with relevant clinicians and remind them of the importance of clear communication with patients, and of the importance of advising patients about where they can access support outside of their area of specialism.