Mrs A’s father, Mr B, suffered from severe anxiety and had a fear of hospitals. She complained the Health Board ignored his request to arrange his own transport from hospital to Velindre Cancer Centre. Also, that the Health Board failed to recognise Mr B’s right to autonomy by transporting him and using restraining equipment against his wishes.
The Ombudsman noted the Health Board had already acknowledged that there was a lack of documented evidence of conversations with Mr B and/or his family, and it could not confirm whether a risk assessment was completed by the Surgical Team.
As an alternative to investigating the complaint, the Ombudsman sought and obtained the Health Board’s agreement to, within 20 working days, provide Mrs A with a further written apology that the experience gave her cause to complain; share the complaint with the nursing teams to provide an opportunity for learning and reflective practice on a patient’s right to autonomy; remind the nursing teams of the importance of ensuring documentation is fully completed and that patients are involved in their care to allow them to make informed decisions.