Mrs X complained that Betsi Cadwaladr University Health Board had failed to provide a response to her complaint about the care provided to her late son while he was hospitalised.
The Ombudsman found that the Health Board had failed to respond to Mrs X’s complaint or provide her with regular updates. The Ombudsman said this caused frustration and uncertainty to Mrs X. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 4 weeks, issue its complaint response, provide an apology and explanation for the delay and lack of regular updates, and offer to pay £100 redress to Mrs X for her time and trouble in making the complaint to the Ombudsman.