Mrs A complained to Cwm Taf University Health Board about the fact that her mother was admitted to hospital for a period of 3 months with a suspected urinary tract infection. She said that she asked to visit her mother, due to her levels of stress and agitation, but her request was refused. Further, she said that the Health Board failed to apply for a Deprivation of Liberty Safeguard (“DoLS”) Order.
The Ombudsman found that the Health Board’s response to Mrs A’s complaint did not adequately address the issues she raised.
The Ombudsman sought and gained the Health Board’s agreement to provide Mrs A with a further comprehensive complaint response, specifically addressing the apparent delay in making an application for a DoLS Order and its decision not to permit Mrs A’s mother to receive face to face visitors, within 20 working days.