Mr B complained that poor communication and inadequate care from Aneurin Bevan University Health Board caused delays in the assessment and treatment of his wife’s sepsis, when she was taken to hospital by ambulance.
The Ombudsman decided that the Health Board had not dealt with Mr B’s concerns in accordance with the NHS Concerns, Complaints and Redress arrangements (‘Putting Things Right’). The Health Board and the ambulance service provided separate responses to Mr B’s complaints, which resulted in inconsistencies and omissions in the findings. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to cooperate with the ambulance service and provide a joint complaint response within three months.