Mrs R complained that Betsi Cadwaladr University Health Board stopped responding to her concerns in July 2023 and failed to respond to elements of her complaint regarding the care and treatment provided to her late father and the conduct of a doctor.
The Ombudsman found that the Health Board had failed to appropriately address Mrs R’s concerns and respond to her complaint in full. This caused frustration and uncertainty to Mrs R. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise on behalf of the doctor’s conduct, provide a full complaint response, and offer a payment of £100 in recognition of her time and trouble in chasing the complaint.