Mrs X complained about aspects of care and treatment provided to her specifically in relation to the distress and pain caused by a cannula, and concerns about being transferred in vehicle without medically trained staff. During the Ombudsman’s assessment, it was apparent that there was a lack of response to some questions posed by Mrs X’s advocate.
The Ombudsman decided that the Health Board should provide Mrs X with a written response (within 3 weeks) to address the outstanding questions . It should also apologise for the delay and offer Mrs X a payment of £250 in recognition of this.
The Ombudsman considered this to be an appropriate resolution to the complaint instead of conducting an investigation.