Mrs A complained that Cwm Taf Morgannwg University Health Board (“the Health Board”) failed to resolve her long-standing concerns about her mother’s care and treatment whilst she was a resident at a Care Home.
The Ombudsman found that the Health Board failed to advise Mrs A that it could not investigate her concerns about the care home. Instead, it told her that her complaint was out of time. The Ombudsman said that this caused delays to Mrs A. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to provide Mrs A with an apology, within 10 working days.