Mr B complained that poor communication and inadequate care from Welsh Ambulance Services Trust caused delays in the assessment and treatment of his wife’s sepsis, when she was taken to hospital by ambulance.
The Ombudsman decided that the Trust had not dealt with Mr B’s concerns in accordance with the NHS Concerns, Complaints and Redress arrangements (‘Putting Things Right’). The Trust and the Health Board provided separate responses to Mr B’s complaints, which resulted in inconsistencies and omissions in the findings. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Trust’s agreement to cooperate with the Health Board and provide a joint complaint response within three months.