Mrs A complained about the care and treatment that her father received in Hospital immediately before his death, including a lack of communication with the family. She also complained that her father’s medical records relating to the admission were missing.
Due to the loss of the medical records, it was not possible for Mrs A and her family to obtain answers to all of their questions. Further, in the absence of relevant medical records the Ombudsman was unable to consider the adequacy of the clinical care provided. This represented a significant injustice to Mrs A and her family.
The Ombudsman contacted the Health Board and in resolution of Mrs A’s complaint it agreed that within 20 working days it would make a redress payment of £500 for the lost opportunity to have her complaint considered and to continue to search for the records.