Mr A complained to Aneurin Bevan University Health Board (“the Health Board”) about care and treatment provided to his late wife, Mrs A, by it, Cardiff and Vale University Health Board (“CAVUHB”) and Welsh Ambulance Service NHS Trust (“WAST”). Mr A complained to the Ombudsman that following the Health Board’s response, he had not received answers to all of the questions he raised.
The Ombudsman found that the Health Board took the lead in terms of co-ordinating a joint investigation/response to Mr A, in conjunction with CAVUHB and WAST. However, not all of Mr A’s concerns about CAVUHB had been addressed and he had not received any response at all from WAST. Whilst the Health Board explained that WAST normally issue a separate complaint response, there was still a duty on it to ensure that Mr A received a co-ordinated response to his complaint, which the Health Board had failed to do.
In resolution of Mr A’s complaint, the Health Board agreed to, within 30 working days, provide him with a written apology for the failure to provide a co-ordinated response, which addressed all aspects of his complaint and also to provide a further written response to Mr A which addressed all aspects of his complaint, including those relating to care and treatment provided by CAVUHB and WAST.