Ms A complained about the care and treatment that her late mother received from Hywel Dda University Health Board, when she was an inpatient between January 2023 and June 2023.
The Ombudsman decided that there were shortcomings in the way that the Health Board had communicated with the family following a scan, which identified suspected mestastases and how this was referred to in its complaints response. The Ombudsman said that this information could have been clear. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement that within 4 weeks it would apologise to Ms A that the family were not made aware of their mother’s suspected metastases following a scan, and apologise that the complaints response could have been clearer.