Clinical treatment in hospital: Betsi Cadwaladr University Health Board

Mrs C complained about the care and treatment her late father, Mr A, received from Welsh Ambulance Services NHS Trust (“WAST”) on 22 November 2021. Mrs C complained that there was a huge delay in the ambulance arriving following Mr A’s heart attack, the Paramedic said on arrival that he “expected to find Mr A dead”, there was a delay in carrying out an Electrocardiogram (“ECG” – a test to check the heart’s rhythm and electrical activity) and the Paramedic diagnosed a chest infection.

Mrs C also complained about the care and treatment Mr A received when he was admitted to Wrexham Maelor Hospital (“the Hospital”) on 22 November 2021. Specifically, Mrs C complained that there was a delay in transferring Mr A to the Intensive Therapy Unit (“ITU”), the Hospital told Mrs C that more could have been done for Mr A if he had been brought in quicker; however, a consultant later told Mrs C that he “stood no chance”, and Mrs C was unable to be with Mr A despite him being at the end of his life.

The Ombudsman’s investigation found that, on the balance of probabilities, the Paramedic did say that he “expected to find Mr A dead”. This part of the complaint was upheld and it was recommended that WAST issue an apology to Mrs C and her family.

The remainder of Mrs C’s complaint was not upheld.