Upheld in whole or in part
Non-public interest report issued: complaint upheld
Betsi Cadwaladr University Health Board
Ms Y complained about the care and treatment she received whilst an inpatient at Ysbyty Gwynedd’s Maternity Unity in January 2022. Ms Y complained that her views and wishes were not listened to, her right to choice was withheld, she was not adequately prepared for labour and inappropriately booked in to be induced. Ms Y also complained that the Health Board response to her complaint did not address the full extent of her concerns and incorrectly stated she was satisfied with the agreed resolution.
The Ombudsman found that Ms Y’s views and wishes were not respected during her labour and her rights to choice were withheld. Therefore, this aspect of the complaint was upheld. However, the Ombudsman concluded that it was clinically appropriate to book Ms Y in to be induced and so this element of the complaint was not upheld. Finally, the investigation found that the Health Board’s complaint response did not fully address Ms Y’s complaint and was not in line with guidance. This aspect of the complaint was therefore upheld.
The Health Board has agreed to apologise to Ms Y for the failings identified and make a financial redress payment to Ms Y of £1,250. It has also agreed to share the investigation report with relevant staff, including the Consultant, review its training of relevant staff in regard to respecting patient wishes, and review its complaint handling of this case to identify learning points.