Mrs A complained about several issues relating to the care provided to her late husband before his death, including that he was insufficiently monitored and there were inconsistencies in the information provided about the timing of the events in the lead up to his death. Mrs A also complained that she had not been provided with a full copy of her husband’s medical records and notes were missing.
The Ombudsman was satisfied that the Health Board’s complaint response mainly addressed the issues. However, she was concerned about the missing records. The evidence suggested that the Health Board had taken steps internally and with the Information Commissioner’s Office to report the incident.
She sought and obtained the Health Board’s agreement to provide Mrs A with an apology, a redress payment of £1,200, a copy of the available records and to confirm the action taken to prevent the future loss of records, within one month.