Betsi Cadwaladr University Health Board

Mrs A complained to Betsi Cadwaladr University Health Board (“the Health Board”) about, mainly, the standard of care and treatment provided to her whilst in hospital between March and July 2023.

Mrs A made her complaint in September 2024. However, the Health Board declined to investigate as the concerns were more than 12 months old. The Ombudsman agreed that many of the concerns were out of time but noted that one issue which occurred in the spring of 2024 had not been responded to.

The Ombudsman sought and gained the Health Board’s agreement to, within 4 weeks, investigate and issue a response to the concern under the ‘Putting Things Right’ regulations and provide an apology to Mrs A for failing to do this initially.