Mrs A complained to Aneurin Bevan University Health Board about care and treatment provided to her late husband, Mr A. Following receipt of the Health Board’s complaint response, Mrs A remained dissatisfied, as she considered that it did not address the issues she raised and created more questions than it answered.
The Ombudsman found that the Health Board’s response did not address all of the concerns Mrs A raised, and did in fact raise further questions about the care provided to Mr A, including the disclosure that some of Mr A’s records were missing, which Mrs A was previously unaware of.
The Ombudsman contacted the Health Board and in resolution of Mrs A’s complaint it agreed to, within 10 working days, offer her the opportunity to attend at a meeting to discuss her outstanding concerns. Within 20 working days of the offer of the meeting being made (if Mrs A declined the invitation) or the date of the meeting itself, it agreed to provide a further response to Mrs A, which addressed all of the outstanding concerns raised in respect of Mr A’s treatment.