Miss A complained that Cwm Taf Morgannwg University Health Board had not fully addressed her complaint about care and treatment provided to her late grandmother.
The Ombudsman found that the Health Board’s complaint response had not adequately addressed the concerns Miss A had raised in her complaint and when she contacted it about her outstanding concerns, she did not receive a response. The Ombudsman decided to settle the complaint without investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Miss A for failing to address her concerns and for not responding when she contacted it about that, and to provide a further response to address the full scope of the complaint. The Health Board agreed to undertake these steps within 6 weeks of the Ombudsman’s decision.