Mr A said that, in December 2024, an application was made on behalf of his mother to initiate an NHS continuing healthcare assessment which, according to the guidelines, should have taken place within 8weeks. He said that this had not taken place or even been acknowledged.
Mr A said that his mother had lost her home; she had been informed that her house would have to be sold and she had to use her own money to purchase items that she was entitled to (e.g. a wheelchair).
Mr A had complained to the Health Board about this matter in March 2025 and again in August 2025 but had received no acknowledgement or response to his concerns.
The Ombudsman was concerned that Mr A had not received a response to his complaint. Instead of investigating the complaint, the Ombudsman obtained the Health Board’s agreement to apologise to Mr A for failing to respond to his complaint and to provide him with a formal complaint response. It agreed to do this within 30 working days.