Mr A complained about the waiting times for planned care. He complained that Betsi Cadwaladr University Health Board (“the Health Board”) failed to respond to his complaint within the agreed timescales, i.e., 30 working days.
The Ombudsman decided that the Health Board had responded to Mr A’s complaint, but there was a delay which amounted to 52 working days. The Ombudsman noted the Health Board had failed to apologise to Mr A for its delay. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement that, within 6 weeks, it would provide a written apology to Mr A, for the delay in responding to his complaint.