Ms A complained that Aneurin Bevan University Health Board (“the Health Board”) failed to recognise and treat her underlying bradycardia when she visited the hospital.
The Ombudsman found that Ms A had complained to the Health Board and had several oral conversations with members of staff from the Putting Things Right Team. However the complaint had been closed without providing Ms A with a written response to her complaint.
The Ombudsman decided to settle the complaint without an investigation on the basis that within 1 month of issuing the decision letter the Health Board would: • Provide Ms A with a Putting Things Right response to include a comprehensive explanation of why some of the matters were considered out of time and why discretion had not been exercised to consider the complaint.
• Provide a written explanation regarding the cardiology aspect of the complaint.