Clinical treatment in hospital : Betsi Cadwaladr University Health Board

Mrs X complained toBetsi Cadwaladr University Health Board (“the Health Board”) about thecare and treatment afforded to her mother following a stroke. There were many issues noted, in terms ofdignity, communication and basic care that were compounded by the fact thatvisiting was restricted due to Covid restrictions and her mother moved ward fivetimes.

The Health Board’sinvestigation included a review of the medical records and discussions with keystaff involved in the care of Mrs X’s mother. Mrs X complained to the Ombudsman that she was not satisfied with theHealth Board’s response to her complaint. She felt the investigation had identified failings yet simply glossedover poor care. Mrs X wanted to seeimprovements in care, awareness of attitude and improved communication skills andtraining. Mrs X set out her views onissues which she did not feel had been adequately addressed by the Health Board.

Following discussionwith the Ombudsman, the Health Board agreed that within 20 working days of theOmbudsman’s decision, it would provide Mrs X with a further written response onthe issues raised, including evidence that it had completed points of the actionplan outlined in the Investigation Report.