Report Date


Case Against

Betsi Cadwaladr University Health Board


Clinical treatment in hospital

Case Reference Number



Upheld in whole or in part

Mr C has complained about the care his late mother-in-law, Mrs B, received from Betsi Cadwaladr University Health Board when she was admitted to Ysbyty Gwynedd in October 2021. Specifically, Mr C complained that Mrs B did not receive a reasonable standard of care, with a lack of communication with her primary carer to understand her care needs, which resulted in avoidable damage to her skin integrity. Mr C also complained that the complaint response he received from the Health Board was unnecessarily delayed which added to the distress and frustration suffered by the family.

The investigation found that the Health Board provided a reasonable standard of care to Mrs B during her admission to Ysbyty Gwynedd in October 2021. This complaint was not upheld. However, the investigation also found that there were failings in the handling of Mr C’s complaint and this was upheld.

The Health Board agreed to apologise to Mr C for the failings identified and review its complaint handling of this case to identify any lessons to be learned.