Mr C complained about the care and treatment he received from Betsi Cadwaladr University Health Board (“the Health Board”). Specifically, whether his colorectal prolapse had been managed appropriately by the Colorectal Team from the time of initial referral in February 2022 to May 2024.
The investigation found that Mr C’s colorectal prolapse had been managed appropriately. The impact of the COVID-19 pandemic meant there was a substantial waiting list for surgery. Mr C’s reported symptoms at a consultation review in April 2023 indicated that it was appropriate to undertake additional investigations rather than proceed with the surgery. Subsequently, the appropriate investigations were requested and those that could be undertaken by the Health Board were done in an appropriate timeframe. Due to an email error, a referral for a proctogram (an examination of the lower bowel and rectum using X-rays to show how the rectum functions during the emptying of the bowels) was not received until the error was rectified 5 weeks later, causing a delayed response. However, this did not cause a significant injustice.
The Health Board has been hampered by the inability to find an alternative health board/trust to undertake an investigation which is not available locally but is deemed necessary. Whilst communication over the latter period of care considered could have been improved, we were not persuaded that it constituted inappropriate care or that Mr C had suffered a significant injustice as a consequence. The investigation did not uphold Mr C’s complaint.
