Ms B complained about maternity care provided by the Health Board and the information provided following a scan. Ms B was dissatisfied with the Health Board’s response to her complaint, which she said contained errors.
The Ombudsman found that there were communication issues in the information provided to Ms B, which exacerbated her concerns and caused her additional worry during her pregnancy. The Health Board’s complaint response did not adequately address Ms B’s concerns, which caused her anxiety, turmoil and frustration. The Ombudsman decided to settle the complaint without an investigation.
The Health Board agreed to, within 6 weeks, provide Ms B with a further complaint response, addressing the concerns raised in her complaint to the Ombudsman, together with a written apology for any errors in the initial complaint response.