Mr A complained about the care and treatment Betsi Cadwaladr University Health Board (“the Health Board”) afforded to his wife following a hospital admission. Mr A said the Health Board’s response did not address all the issues raised, so he sent a further letter in March 2023. Mr A complained the Health Board had failed to respond to this letter.
The Ombudsman noted the Health Board was awaiting further information from a third party and it had contacted Mr A in May 2023 to explain the response may be delayed. Nevertheless, the Ombudsman was concerned Mr A’s complaint had not been addressed to his satisfaction, thus it would be helpful for him to receive a response which addressed the disputed points he raised.
The Ombudsman sought and gained the Health Board’s agreement to, within 21 working days, provide Mr A with a written response to his letter. This action was accepted as an alternative to an investigation.