Mrs S complained about the poor care and treatment that was provided to her late mother by Cardiff and Vale University Health Board. She said she had raised her concerns with the Health Board but had not been provided with a PTR response.
The Ombudsman found that whilst the Health Board had arranged a meeting with Mrs Sit had failed to follow its complaints process and issue a PTR response. The Ombudsman said this had caused frustration and uncertainty for Mrs S. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Mrs Sand pay her £75 redress for its failure to follow the complaints process. The Health Board also agreed to clarify the outstanding concerns with Mrs Swithin 20 working days and following this, issue a PTR response within 30 working days.