Ms A was concerned about the care provided to her late father by Betsi Cadwaladr University Health Board and GP Practices in the Health Board’s area. Ms A complained that when the Health Board responded to her complaint it failed to enclose the letters from the GP Practices (which the Health Board’s complaint response letter had said were enclosed). Ms A was also aggrieved that she was not provided with a copy of the Medical Examiner’s summary.
The Ombudsman was concerned that the Health Board had not enclosed the letters from the GP Practices with its letter to Ms A. She decided to resolve the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Ms A for failing to enclose those letters with its complaint response and to provide those letters to Ms A. The Health Board agreed to undertake these steps within 1 month.
With respect to the Medical Examiner’s summary, the Ombudsman provided Ms A with information about how to obtain that document.