Mrs A complained that Betsi Cadwaladr University Health Board failed to address the concerns she raised regarding the hysterectomy.
The Ombudsman found that, while the Health Board had been in discussion with Mrs A regarding her concerns, it had failed to provide her with a formal complaint response. The Ombudsman said this caused uncertainty and frustration for Mrs A and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 4 weeks, issue the complaint response and provide an apology and explanation for not addressing the concerns via the Putting Things Right complaint procedure.