Miss C complained on behalf of her partner, Mr A, about the clinical care and treatment he received from Cwm Taf Morgannwg University Health Board (“the Health Board”) between 7 and 8 August 2023 when Mr A attended Prince Charles Hospital’s (“the Hospital”) emergency department (“the ED”). Specifically, the investigation considered whether appropriate investigations were carried out to determine if Mr A had suffered a transient ischaemic attack (“TIA”) and whether appropriate treatment was provided to Mr A during his admission and upon discharge.
The investigation found that there was a lack of appropriate investigation and treatment provided to Mr A during his admission to determine whether he had suffered a TIA. The investigation also found shortcomings in record keeping and communication. Administratively, the shortcomings in record keeping amounted to maladministration and this along with the clinical care shortcomings caused an injustice to Mr A and the family, as they would never know whether further investigations at the time would have prevented a future stroke. The Ombudsman upheld Miss C’s complaint. One of the recommendations the Ombudsman made included for the Health Board to apologise to Ms C and Mr A. The Health Board was asked to remind staff about the protocol for assessment of patients presenting with symptoms as in Mr A’s case.
Whilst complaint handling was not one of the heads of complaint the Ombudsman investigated, the Ombudsman was concerned about the inaccuracies in the Health Board’s complaint response and the effect it had on the integrity of the complaints process. The Ombudsman invited the Health Board to reflect and learn from its complaint handling in this case.