Mr X complained regarding the treatment Mrs X received while at hospital and how his concerns had not been addressed in the Health Board’s response.
The Ombudsman found that, while the Health Board had responded, the response was lacking in detail and did not directly address the concerns Mr X raised. The Ombudsman said this caused uncertainty and frustration for Mr X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 4 weeks, offer an apology to Mr X for not addressing his concerns in the complaint response and explain why this happened. The Health Board also agreed to issue a new complaint response that will address Mr X’s concerns.