Mrs G complained about the standard of nursing care provided to her late mother, Mrs F, when she was an inpatient on a rehabilitation ward. Mrs G raised concerns about access to fluids, medication and occasions when Mrs F was not cared for in a dignified way. Mrs G did not feel that Betsi Cadwalader University Health Board (“the Health Board”) had properly answered her queries.
The Health Board, following its complaint investigation, accepted that there were aspects of care that had fallen below an acceptable standard and identified areas for improvement action. These were:
· Medication management
· Ensuring dignity in care is maintained at all times
· Documentation of clinical MDT meetings.
The Ombudsman requested an update about the action that the Health Board had taken on these points. In addition, the Ombudsman’s view was that the Health Board had not properly responded to Mrs G’s complaint about fluid management and assistance with drinking.
The Health Board agreed, within 4 weeks, to:
1. Confirm and provide evidence to the Ombudsman’s office of the action taken on the learning points following its own complaint investigation.
2. Review the issues raised by Mrs G about ensuring hydration and the specific assistance given to Mrs F with drinking and provide a further response to Mrs G addressing this issue. This response will also include confirmation of the action the Health Board has taken to address the 3 learning points from its original investigation.