Ms A complained that she was dissatisfied with Aneurin Bevan University Health Board’s response to her concerns about the inpatient care and treatment provided to her late mother. She said the response was inaccurate and revealed information about her mother’s diagnosis, that had not previously been discussed with the family, or documented on the death certificate. Ms A requested a meeting with the Health Board to discuss the response and her mother’s care and treatment, but due to the unavailability of key staff members, 2 separate meetings had to be cancelled.
The Ombudsman found that Ms A still wanted the opportunity to discuss her concerns directly with the Health Board, but she was frustrated and had lost faith that a meeting would take place. He decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to arrange a meeting with Ms A within 10 working days, to discuss the complaint response and the family’s outstanding concerns about their mother’s care and treatment.