Mrs X complained about the care and treatment provided to her late husband by the Health Board in 2021. The initial complaint response did not address all of her concerns and contained discrepancies and inaccuracies. At a meeting in September 2022, it was agreed that the complaint investigation would be revisited and a final response letter would be provided to Mrs X.
The Ombudsman found that although some progress had been made, a formal complaint response had not been provided. The Ombudsman decided to settle the complaint without an investigation.
The Health Board therefore agreed to, within one month, provide Mrs X with a written apology for its failure to fully investigate her initial concerns and provide a complaint response in relation to outstanding issues. It agreed to make a payment of £150 to Mrs X in recognition of the failings and the unnecessary time, trouble and upset caused in having to raise her complaint with the Health Board and the Ombudsman. It further agreed to, within 2 months, provide Mrs X with a formal written complaint response in respect of the outstanding concerns.
The Ombudsman’s view was that the above action was reasonable to settle Mrs X’s complaint.