Report Date


Case Against

Betsi Cadwaladr University Health Board


Clinical treatment in hospital

Case Reference Number



Early resolution

Mrs X complained that the Health Board had not properly responded to her complaint about her daughter’s in-patient care at Ysbyty Glan Clwyd in 2021. She stated that she and her son-in-law had made separate complaints about different aspects of care. She referred to inconsistences in the responses that had been provided, and complained that the Health Board had not responded separately to the additional issues that she and her son-in-law had raised. Instead, it had issued one further joint response to her son-in-law on 23 August 2022.

The Ombudsman was concerned to note that there appeared to be aspects of the complaint that remained unanswered. We therefore contacted the Health Board about this.

The Health Board agreed that it would:

• provide further separate complaint responses to both Mrs X and her son-in-law, covering the care issues raised in their respective complaints. This includes the additional issues that Mrs X (separately) raised in further correspondence in December 2021.

The Ombudsman’s view was that this action was reasonable to settle the complaint at the current time.