Ms A complained about the inpatient care and treatment her late grandfather received from Betsi Cadwaladr University Health Board. She said that the Health Board’s complaint response did not reference the catheter change her grandfather underwent prior to him undergoing a scan which noted malposition of the catheter.
The Ombudsman decided that whilst the Health Board’s response determined that on the balance of probabilities the catheter had been inserted incorrectly and had moved, it had not referenced that the catheter had been changed 2 days prior, or clarified whether this had been considered. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement that within 1 month it would send a further response addressing the catheter change, and apologise this was not referenced before.