Mrs A complained that she had not had a response to her complaint (submitted 6 months earlier) about her late father’s care. Her detailed complaint related to a number of clinical and communication issues.
The Ombudsman acknowledged that there had been a delay, and resolved to approach the Health Board to progress the issue. As an alternative to investigating Mrs A’s complaint, the Ombudsman sought the Health Board’s agreement to complete its investigation of her concerns and to issue Mrs A with a complaint response. This would be provided within 20 working days, together with an apology for its delay. The Ombudsman settled the complaint on the basis of this agreed action.