Mrs B complained that the treatment and care provided by the Health Board to her mother, Mrs C, fell below a reasonable standard. Specifically, Mrs B complained that Mrs C had not received appropriate orthopaedic care or treatment since her pre-assessment for left foot surgery on 4 September 2019. She further complained that Mrs C’s urinary issues were not adequately investigated from December 2020 – 3 February 2021 and that her foot infection did not receive appropriate care or treatment during this period. She raised concerns that Mrs C’s dignity was compromised when she was placed in an incontinence pad on admission to another hospital on 3 February 2021 and said the Health Board’s complaint handling was significantly delayed, and a promised meeting was not arranged.
The investigation found that Mrs C received an appropriate level of orthopaedic care and treatment since September 2019 to the date of her complaint. It also found that Mrs C’s foot infection received appropriate care and treatment and that the Health Board’s management of Mrs C’s dignity was appropriate. However, the investigation found that Mrs C’s urinary issues were not adequately investigated from December 2020 – 3 February 2021 and the Health Board’s complaint handling did not reach a reasonable level.
The Ombudsman recommended that the Health Board should provide Mrs B and Mrs C with an apology for the failings identified in this report. She also recommended that the Health Board should conduct an audit in the Second Hospital of 10% of patients with incontinence issues to assess whether they have been treated in line with the most recent version of the Welsh Continence Guidance and act accordingly to remedy any deficiencies found. The Health Board has agreed to implement these recommendations.