Mrs L complained that, despite raising concerns about care provided to her late father by Betsi Cadwaladr University Health Board (“the Health Board”), she had not yet received a response.
The Ombudsman concluded that the Health Board failed to comply with its statutory complaint’s procedure, and further failed to keep Mrs L updated with the investigation. The Ombudsman said that this caused frustration to Mrs L.
As an alternative to investigation, the Ombudsman sought and gained the Health Board’s agreement to issue Mrs L with a written apology, a formal written complaint response, and a redress payment of £100. The Health Board agreed that it would action the above by 31 January 2023.