Mrs A complained about Aneurin Bevan University Health Board’s (“the Health Board’s”) handling of a complaint, submitted in respect of care and treatment provided to her late husband. Mrs A said that she was not informed about the existence of advocacy services which would have assisted her through the complaints process. Further, Mrs A said that the Health Board’s complaint response did not fully address the concerns she raised.
The Ombudsman found that the Health Board had failed to notify Mrs A about the availability of advocacy and support services who would have been able to assist her. She also found that the Health Board had not apologised to Mrs A for a failure identified in its investigation in respect of the lack of capacity assessments undertaken. Further, she found that the investigation report did not address a number of issues raised by Mrs A.
The Ombudsman contacted the Health Board, and in resolution of Mrs A’s complaint it agreed to, within 20 working days, provide her with an apology and explanation for the failure to provide her with details of advocacy services, provide an apology for the failure to undertaken any capacity assessments of her late husband, provide Mrs A and the Ombudsman with details of the steps taken to improve service provision in respect of ensuring that capacity assessments are completed and provide Mrs A with a further written complaint response which addressed her outstanding issues.