Mrs A complained because she was unhappy with Aneurin Bevan University Health Board’s care and treatment of her late son. Mrs A’s son sadly died in September 2023.
The Ombudsman noted that the Health Board had completed a Serious Incident Report which identified points of learning. The Ombudsman decided that the explanations within the report were reasonable. The Health Board provided a complaint response and held a meeting with Mrs A in February 2025. However, the Ombudsman was concerned that the Health Board had failed to take notes of the meeting and failed to provide an update on her son’s medication, as agreed in the meeting. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 3 weeks, apologise to Mrs A for the lack of notes taken in the meeting, to provide an update regarding her son’s medication and to provide an update on the progress of the recommendations from the Serious Incident Report.