Mrs A complained that she had not received a full response to her complaint submitted to the Health Board in August 2024.
The Ombudsman found that the Health Board had provided Mrs A with some information and updates about its investigation into her complaint. However, the Health Board had failed to provide Mrs A with a full response, and had not confirmed the outcome of its consideration of qualifying liability within a reasonable time. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to provide Mrs A with a full response to her complaint, to include confirmation of the outcome of the Health Board’s consideration of qualifying liability. It also agreed to apologise to Mrs A and to provide an explanation for the delay in providing a full response to her complaint. The Health Board agreed to complete these actions within 4 weeks.