Mr A complained that Powys Teaching Health Board had not correctly dealt with his claim for Continuing Health Care payments for his late mother.
The Ombudsman decided that when investigating Mr A’s complaint, the Health Board had not appointed a suitably independent investigator to consider and respond to his complaint. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Mr A within 20 working days to acknowledge and apologise for the error in how it dealt with his complaint and identify learning to ensure suitability independent investigators are appointed to investigate complaints.