Ms A complained about the care and treatment supplied by Betsi Cadwaladr University Health Board (“the Health Board”) in respect of her epidermal cyst. In particular, she said that the Health Board failed to act on the results of scans undertaken in 2013 and 2017, which meant that disease was allowed to progress.
The Ombudsman found that the Health Board’s complaint response did not address the complaint that the Health Board failed to act on the results of the scan. Additionally, the response did not provide sufficient evidence to support the Health Board’s view that the earlier care provided was reasonable or around the conclusion that there had been no breach of duty.
The Health Board therefore agreed to provide a response to address the outstanding issues within 12 weeks. It also agreed to apologise to Ms A and provide an explanation as to the failure to address the issues in the original response.