The investigation considered Mrs A’s complaint regarding the management and treatment she received for glaucoma (a common eye condition, usually caused by the build-up of pressure in the eye, that damages the optic nerve and can lead to vision loss). Two specific matters were investigated. Firstly, whether the treatment and management provided by the Ophthalmology Department (based within Royal Glamorgan Hospital) for glaucoma between September 2023 and April 2024 was clinically appropriate. Secondly, whether it would have been appropriate for Selective Lazer Trabeculoplasty (“SLT” – a laser treatment for glaucoma that aims to lower intraocular pressure (“IOP” – the pressure exerted by fluid in the eye) by improving fluid drainage) to have been offered to Mrs A during this timeframe.
The investigation found that the management and treatment of Mrs A’s glaucoma was clinically appropriate. It was appropriate for Mrs A to continue with prescribed eye drop treatment and have a scheduled review in 6 months. Mrs A said that she was not informed that her IOP had increased; however, the investigation did not find that this constituted a service failure.
Whilst there was a 1-month delay in the scheduled follow-up, this was not detrimental to Mrs A’s management. There was no evidence that Mrs A’s glaucoma had become unstable or deteriorated at the April 2024 appointment and the treatment plan was appropriate.
The investigation identified concerns around miscommunication and misinformation at the April 2024 appointment regarding management and prognosis which led to Mrs A suffering stress and anxiety. The Health Board had already apologised for this, but the Ombudsman invited the Health Board to take additional action.
The clinical records stated that Mrs A was offered SLT in April 2024 but declined the treatment; this was denied by Mrs A. The investigation cannot reconcile the differing versions of events with any certainty. However, the treatment prescribed to Mrs A was appropriate during the timeframe complained about. Accordingly, the complaints were not upheld.