Mrs C complained that Hywel Dda University Health Board had not complied with the National Framework for Continuing NHS Healthcare, when it considered her mother’s application.
The Ombudsman decided that the Health Board had considered the application and appeal in accordance with the Framework. However the decision letter did not contain the required information and the complaint response did not meet the requirements of the NHS complaints procedure. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to amend the template for Continuing Healthcare decision letters and review its process for considering complaints about Continuing Healthcare decisions, within one month.