Miss A complained about the care and treatment provided by the Health Board’s maternity services when giving birth to her son in February 2023. Miss A had complained to the Health Board in March 2023.
The Ombudsman found that, although some progress had been made by the Health Board in investigating Miss A’s complaint, a formal complaint response had not been issued. It was not made clear to Miss A that the report sent in February 2024 was a draft report. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 20 working days, provide Miss A with a formal Putting Things Right complaint response, together with a written apology for the delay in providing a complaint response.