The recently published Northern Ireland Ombudsman's report into the care and treatment of the woman five years ago also slams United Hospitals Trust for its "wholly inadequate response" to the family's complaint.
The patient spent two periods in Whiteabbey Hospital during 2000 and 2002 - and the second of the stays is detailed in Tom Frawley's latest annual report.
He investigated a complaint that when the elderly woman was discharged on April 18, 2002, after a stay in Ward 7, she arrived back at her nursing home with a catheter attached. According to her son, the urine bag attached to the catheter was "practically overflowing and smelt very strongly."
The Ombudsman's office was told that the patient left hospital with an infection of the uterus and a urine infection. In addition, there were three wounds on her back for which there was no explanation.
When the complainant phoned the hospital for further information, he said he found the Ward 7 Sister to be "aggressive and indifferent to his concerns." She denied any knowledge of the wounds on his mother's back.
Following a preliminary investigation, during which he took advice from his own independent medical adviser, Mr. Frawley found that the complainant had not received comprehensive answers and he launched a detailed investigation with an independent nursing assessor.
Interviews were conducted with a number of nursing staff and managers from Whiteabbey Hospital, as well with the matron of the private nursing home where the patient was resident.
The Ombudsman's report, following an "exhaustive investigation", found maladministration in a number of key areas, including:-
- Failure to properly implement infection control by allowing an overfull catheter bag to remain in situ.
- Neglect of a patient's wounds, with failure to use proper dressings and inadequate relief from pressure sores.
- Unacceptable communication standards regarding the patient's infections and antibiotic treatment.
- Failure to implement discharge procedures by neglecting to empty the patient's catheter bag.
- The hospital was also criticised for failing to respond properly to the family's concerns or investigate their complaints.
The Ombudsman noted that at the time the patient was transferred after an initial stay in Ward 4, Ward 7 was experiencing staffing problems and was preparing for a temporary move.
Mr. Frawley added: "Nevertheless, I was highly critical of the multiple instances of failure to adhere to nursing policies and procedures exposed by my investigation.
"I was most concerned that the failures in the standard of care provided to the patient's mother were compounded by a wholly inadequate response to his complaint."
On a positive note, the complainant stressed that his family had been very satisfied with the care provided to their mother by staff in Ward 4 at Whiteabbey Hospital.
The Ombudsman said he was also encouraged by the readiness of staff to acknowledge and learn from their mistakes.
In his report, Mr. Frawley stated that United Hospitals HSS Trust had already put in place an action plan to address some of the matters raised.
There was evidence of improved standards, particularly in the area of hygiene and infection control, being achieved by Ward 7, he noted.
As part of his investigation, the Ombudsman asked the Trust's chief executive to issue a comprehensive apology to the complainant and to report back after three months, detailing further action taken to avoid a recurrence of the "sub-standard care" provided.
The Ombudsman's report concluded that the Trust chief executive had accepted his recommendations in full.