Mr A complained about the care provided to his wife during a hospital admission in March 2025. Mr A was dissatisfied with the Health Board’s responses tohis complaint. He had raised further concerns about the timeliness of the response, factual inaccuracies and the failure to address all of his concerns.
The Ombudsman found that although the Health Board had investigated Mr A’s concerns, he had not received an adequate response to his initial complaint or the matters raised subsequently. Mr A was inconvenienced by the organisation’s actions, and this caused uncertainty and frustration for him. The Ombudsman decided to settle the complaint without an investigation.
The Health Board agreed to, within 6 weeks, reconsider Mr A’s complaint and provide him with a further written complaint response, addressing the additional matters raised with the Health Board and the Ombudsman.