Ms X complained that an agency nurse for Aneurin Bevan University Health Board administered her elderly mother with incorrect medication whilst she was an inpatient at the Royal Gwent Hospital.
The Ombudsman decided that whilst the Health Board had responded to Ms X’s complaint, it failed to explain what learning and improvements have happened since the complaint. The Ombudsman said this caused uncertainty, frustration, and inconvenience to Ms X. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to issue a further response to Ms X within one week which provides clarification on the learning and improvements that have been made as a result of the complaint.