Report Date


Case Against

Betsi Cadwaladr University Health Board


Clinical treatment in hospital

Case Reference Number



Early resolution

Mrs Y complained to the Ombudsman about the care that was provided to her late mother, Mrs Z by Betsi Cadwaladr University Health Board (“the Health Board”), Welsh Ambulance Services NHS Trust, District Nursing Service and the Out of Hours Service. There were many concerns raised about Mrs Z’s treatment, but the crux of the complaint was the lack of palliative care and an end of life pathway. The Health Board led with the investigation and provided one single and co-ordinated response in April 2021.

However, in making her complaint to the Ombudsman, Mrs Y pointed out that she remained dissatisfied with parts of the Health Board’s response.
Following discussions with the Ombudsman, the Health Board agreed that it would provide a further response to Mrs Y by 29 October 2021.