Mrs X complained that the Health Board had not provided her with a response to her complaint relating to the loss of her son’s blood samples. He had been undergoing investigations and she had received no explanation as to how the samples had been lost.
The Ombudsman decided that the Health Board should provide Mrs X with a substantive written response to her concerns (within 3 weeks), which should also include an explanation, and an apology, for the delay in its response.
The Ombudsman considered this to be an appropriate resolution to the complaint instead of conducting an investigation.