Mr X complained that, despite his effort, the Health Board failed to respond significantly to his concerns regarding the care and treatment he received at Ysbyty Gwynedd in June 2020. He received a response from the Health Board in July 2020 noting that his complaint will be considered through a Serious Incident Review and that process will take up to 3 months to complete. The Health Board also stated that the outcome of the review together with the report will be sent to him when completed.
While considering Mr X complaint, I was concerned about the delay on the part of the Health Board and the fact that Mr A had not received a substantive response to his concerns.
To settle Mr X’s complaint, the Health Board agreed to provide a substantive response to his complaint within 2 months and offer a payment of £250 within 1 month to reflect the difficulty and time Mr A spent waiting for the substantive response.