Mrs A complained about her late husband, Mr A’s cardiology management and care by Glan Clwyd Hospital and the handling of her complaint. The investigation focused on the following: a) Whether it was clinically appropriate not to fit the late Mr A with an Implantable Cardioverter Defibrillator (ICD – a small electrical device used to treat people with very abnormal heart rhythms).
b) Whether Mr A should have been provided with his echocardiogram results and with information about the risks of flying.
c) Whether the handling of Mrs A’s complaint was in line with National Health Service (Concerns, Complaints and Redress Arrangements) (Wales) Regulations 2011 and the associated Putting Things Right guidance (“PTR”).
The investigation did not uphold Mrs A’s complaint when it came to the clinical appropriateness of not fitting Mr A with an ICD, as the threshold for when an ICD is fitted was not triggered when Mr A had a cardiology review in February 2024. It also concluded that although patients should be told about the results of investigations, there is always a period of time between investigations being completed and the results being conveyed. On the question of flying, although it should be discussed if raised, there was not a routine requirement for a clinician to discuss the risks of flying to patients in all cases.
The investigation confirmed shortcomings in the Health Board’s complaint handling process and the robustness of its complaint responses to Mrs A which amounted to maladministration and caused an injustice. This part of Mrs A’s complaint was upheld.
The Ombudsman’s recommendations included an apology, a review of the complaint handling process and a reminder to amend copy letters in line with changes to clinical letters.