Miss A complained about various issues relating to the care and treatment provided to her in respect of her mental health. The Health Board had met with Miss A to discuss her concerns and subsequently wrote to her to confirm what had been discussed and what it considered had been agreed.
The Ombudsman decided that the Health Board had not properly investigated and responded to Miss A’s concerns under the Putting Things Right (“PTR”) arrangements.
Instead of investigating the complaint, the Ombudsman sought and gained the Health Board’s agreement to apologise to Miss A for failing to offer her a formal investigation and to investigate and respond to her complaint under the PTR arrangements. The Health Board agreed to undertake these actions within 3 months.