Ms X complained about the standard of care provided to her late mother during 2 hospital admissions. The Health Board’s complaint response relating to one of those admissions stated that clinical records had been mislaid so that a full response about the care provided could not be given.
The Ombudsman contacted the Health Board about this. As a result, the Health Board conducted a further search and located the missing records. It therefore agreed to provide a further formal written response to Ms X on her complaint about the first admission within 4 weeks of the date of this decision. This response should include a further apology to Ms X concerning the delay and uncertainty caused by the mislaid records.