Mrs A complained about the care and treatment her late husband received from Cwm Taf Morgannwg University Health Board (“the Health Board “).
The Ombudsman found that the Health Board’s response to Mrs A’s complaint was detailed and acknowledged its failings. However, the Health Board could not locate the audio recording of a follow-up meeting held with Mrs A. The Ombudsman could therefore not determine whether Mrs A had raised concerns in the meeting about her husband’s fractured vertebrae, which had been discovered after the Health Board’s complaint response was received.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Mrs A for failing to locate the audio recording of the meeting and to contact Mrs A to establish a way forward in responding to her additional concerns about her husband’s vertebrae, within 4 weeks.