Mrs A complained about the treatment of her son, who had been transported to hospital via a private ambulance contracted by the Health Board, when suffering a mental health crisis. She had received a response to her original complaint from the Health Board but did not think it was satisfactory, as she said the staff member who undertook the investigation had told her he hadn’t spoken to the private ambulance company as part of the investigation.
The Health Board agreed to reinvestigate the complaint, including contacting the private ambulance company and other relevant parties, and to provide a response within 6 weeks. It agreed it would share any learning outcomes with the Ombudsman. It also agreed to offer Mrs A £250 for her time and trouble in having to come to the Ombudsman to get a resolution.