Mrs S complained that she had not received a response from Betsi Cadwaladr University Health Board to the complaint she had made to it in August2022 about her daughters’ missed diagnoses.
The Ombudsman decided that there had been a substantial delay in the Health Board’s complaint response, and that the Health Board failed to provide Mrs S with an update on its investigation. She said this caused frustration to Mrs S.
As an alternative to an investigation, the Ombudsman sought and gained the Health Board’s agreement to provide Mrs S with an apology for the delay, a response to the concerns raised, and a time and trouble payment of £200 within 6 weeks.