Following receipt of the Health Board’s formal complaints response, Mr A had further questions about the standard of care and treatment provided to his late mother. He complained that the final complaints response erroneously referred to him by a different name.
The Ombudsman was concerned that Mr A had outstanding and new concerns about his late mother’s care, and that the error suggested a lack of attention to detail when responding to the complaint.
He sought and gained the Health Board’s agreement to, within one month, respond to the further and new questions, to apologise for the error and explain how this had occurred.