Ms A complained that she was dissatisfied with Betsi Cadwaladr University Health Board’s response to her complaint about her inpatient dental care and treatment.
The Ombudsman decided that the Health Board’s investigation had omitted relevant information from Ms A’s records and its response was therefore inaccurate and incomplete. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to reconsider Ms A’s complaint and provide a written response addressing all the issues identified, including an apology for any inaccuracies and omissions in its first investigation, within 8 weeks.