Services for vulnerable adults (eg with learning difficulties. or with mental health issues): Hywel Dda University Health Board

Ms V complained about a delay by Hywel Dda University Health Board (“the Health Board”) in progressing a referral for an electrocardiogram (“ECG” – a test to check the heart’s rhythm and electrical activity) in 2021 and that this had an adverse impact on her care.

The Ombudsman found that there was a delay in organising an ECG for Ms V in September 2021, despite requests being made as early as December 2020. Additionally, Ms V was prescribed and had started taking medication that should only have been commenced after an ECG had been performed. This was not in line with national guidance. Despite this, the delay did not have any adverse health consequences for Ms V.

Nonetheless, the Ombudsman felt that this omission was significant enough to uphold the complaint and make a recommendation that the Health Board strengthen its processes and review patient records to ensure no one else had experienced the same issues.

The Health Board agreed to carry out the Ombudsman’s recommendation.