Mrs F complained about whether Cardiff and Vale University Health Board (“the Health Board”) engaged appropriately with her when her mother, Mrs G, was an inpatient and whether it acted in accordance with relevant policies and regulations regarding Mrs F’s role as attorney for Mrs G.
The investigation found that the Health Board did not engage appropriately with Mrs F while her mother was an inpatient. Mrs F was not informed when Mrs G was moved to a different hospital. Mrs F found out about changes to her mother’s treatment and condition by reading her medical notes. These were failings by the Health Board and a source of distress to Mrs F. The Health Board also did not act in accordance with relevant policies and regulations regarding Mrs F’s role as attorney for Mrs G. It did not take appropriate action when it was informed of Mrs F’s role as attorney or when discharge arrangements for Mrs G could not be agreed. These were failings by the Health Board and an injustice to Mrs F who will be left with lasting doubts about what the outcome may have been if policies and regulations had been followed. The Ombudsman upheld Mrs F’s complaint.
The Health Board agreed to apologise to Mrs F and to offer her a payment of £750 in recognition of the distress and uncertainty caused by these failings. It also agreed to discuss the investigation with staff involved in Mrs G’s care in order for them to reflect on how Mrs F was communicated with. It also agreed to ensure that staff were familiar with the Health Board procedure regarding the role of attorneys and the policies and protocols to follow when seeking Deprivation of Liberty Safeguards authorisations.