Hywel Dda University Health Board

Ms A complained about the care and treatment provided to her late grandfather, Mr B, by the Health Board. Ms A was not given information regarding a biopsy undertaken during the first few days of admission, and not informed of Mr B’s cancer diagnosis until he was discharged from hospital. Ms A was concerned he was kept nil by mouth, not given medication and was not moved out of bed during the latter stages of the admission. Ms A was dissatisfied with the Health Board’s response to her complaint.

The Ombudsman found that the Health Board’s initial investigation had not fully, or adequately, considered all clinical records. Although a further response was provided, it did not fully resolve matters for Ms A, and the information provided raised further questions.

The Health Board agreed within 6 weeks to consider Ms A’s request for an in-depth medical review and the direct questions about Mr B’s tumour and provide a complaint response under the Putting Things Right process.