Ms A complained about the care and treatment that her daughter, B, received from Betsi Cadwalader University Health Board. Ms A complained that the Health Board did not assess or investigate B’s symptoms properly the first 2 times she presented to hospital, thereby leading to a failure to diagnose her appendicitis in a timely manner. Ms A also complained that the Health Board failed to handle her complaint about her daughter’s treatment appropriately.
The investigation found that appropriate investigations and assessments were carried out on the first 2occasions that B attended hospital. On the first attendance, B was diagnosed with probably gastroenteritis or possible appendicitis. On her second attendance the clinicians that treated B actively sought evidence of appendicitis. This aspect of Ms A’s complaint was not upheld.
In respect of how Ms A’s complaint was handled, the investigation found that the Health Board did not keep Ms A updated during its investigation , that there was a delay in her receiving its final report, and that some elements of the report caused Ms A unnecessary distress and frustration. This aspect of Ms A’s complaint was upheld.
The Health Board agreed to apologise to Ms A and offer her a redress payment of £125, to reflect the distress and frustration caused by the failings in complaint handling.