Ms T complained about how a doctor communicated with her at Wrexham Maelor Hospital. Ms T said he was rude, dismissive, did not listen and did not answer her questions. Ms T also complained that there were delays in the Health Board issuing a complaint response and that she was not kept updated.
The assessment of Ms T’s complaint identified that the Health Board’s complaint response included an apology from the doctor, who confirmed he will be reflecting on the concerns raised going forward. The Ombudsman considered these actions were reasonable. It also identified that there were delays in the handling of Ms T’s complaint including that her initial complaint, made on 19 February 2024, was not responded to so she had to submit a further complaint on 20 March 2024. She was also not kept updated.
The Health Board agreed to, within 4 weeks, issue a further complaint response to Ms T. This would include an investigation into the handling of her complaint. It would also include an apology for the delay in issuing the response and for not updating her during this time. The Ombudsman considered the action agreed was reasonable and Ms T’s complaint was closed on this basis.