Ms X complained to Cardiff and Vale University Health Board about the care and treatment provided to her late mother, Mrs X. Ms X said that the response to her complaint, provided by the Health Board, contained inconsistencies, and failed to properly address her complaint.
The Ombudsman found that the Health Board’s complaint response did contain inconsistencies and contradictions. She also found that it did not properly address Ms X’s complaint. Additionally, the Ombudsman was concerned that the Health Board’s clinical diagnosis of Mrs X’s condition differed from the subsequent post mortem findings and that Ms X had not been provided with an opportunity to discuss the findings with the Health Board.
The Ombudsman contacted the Health Board and in resolution of Ms X’s complaint, it agreed to, within 20 working days, arrange a meeting with Ms X to address her unresolved complaint issues and to discuss the results of her late mother’s post mortem examination.