Mrs D complained that Betsi Cadwaladr University Health Board failed to provide a response to her complaint about the care and treatment provided to her father which she made to it in August 2023.
The Ombudsman found that the Health Board had failed to issue a complaint response and had not provided regular and meaningful updates. She said that this caused frustration and uncertainty for Mrs D. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to provide an apology to Mrs D for the identified failings and to pay Mrs D £50 redress in recognition of her time and trouble in making her complaint to the Ombudsman within 2 weeks. It was further agreed that the Health Board would provide Mrs D with monthly updates on the progress of her complaint and issue a complaint response within 12 weeks.