Ms B complained that she was dissatisfied with Welsh Ambulance Services NHS Trust’s complaint response.
The Ombudsman decided that WAST did not establish Ms B’s desired outcomes for her complaint, and it did not explain what options remained open to her. WAST did not explain what information it considered in its investigation, or its position regarding qualifying liability and redress. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained WAST’s agreement to apologise to Ms B for the omissions in the complaint response, and to provide the necessary information and explanations within 10 working days.