Mrs A complained that she was unhappy with the care and treatment provided to her late mother-in-law by Aneurin Bevan University Health Board (“the Health Board”). Mrs A was dissatisfied with the Health Board’s complaint handling and response.
The Ombudsman decided that the Health Board failed to investigate some of Mrs A’s concerns, because it did not confirm her complaint in writing. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Mrs A, confirm her outstanding concerns in writing, and agree to commence an investigation in line with Putting Things Right regulations, within 15 working days.