Mrs B complained about the care and treatment provided by the Health Board for her mental health and neurological condition. In addition, Mrs B raised concerns about not receiving responses from the relevant team involved in her care.
The Ombudsman found that although the Health Board had provided a response to Mrs B, she remained unclear as to some aspects of the care and treatment available to her. The Ombudsman considered that Mrs B had not had a full response to her complaint and contacted the Health Board, which agreed to undertake the following actions to resolve the complaint and as an alternative to a formal investigation.
The Ombudsman sought and gained the Health Board’s agreement to provide Mrs B with a full response within 4 weeks. The Health Board agreed to clarify, in its response, the status of any referrals made to services outside of the Health Board area and confirm the status of any upcoming appointments.