Mr A complained about the care and treatment given to him by Betsi Cadwaladr University Health Board (“the Health Board”). He said that although he attended hospital for planned treatment, this did not take place. Mr A said that his condition has deteriorated and causes discomfort and pain. Mr A also complained the Health Board had not fully responded to his complaint.
The Ombudsman decided that the Health Board had not provided Mr A with a full Putting Things Right (“PTR”) response to his complaint and did not reply to his follow up correspondence. The Ombudsman contacted the Health Board, which agreed to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to issue an apology to Mr A for the delay in responding to his complaint, pay him redress of £50 and provide a formal PTR compliant response to his complaint within 4 weeks.