Mrs A complained that Betsi Cadwaladr University Health Board failed to provide a response to her complaint until her MP raised the concerns on her behalf.
The Ombudsman found that the Health Board had initially responded to Mrs A’s concerns informally. However, following the same concerns being raised by Mrs A’s MP the concerns were again treated informally when the Health Board should have logged a formal complaint. She said that this caused frustration and uncertainty to Mrs A. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Mrs A with an apology for not logging her concerns as a formal complaint and issue a complaint response within 6 weeks.