Mr A complained about the care and treatment provided by the Health Board. Mr A’s family complained to the Health Board on his behalf on 6 May 2024 and raised additional concerns3 weeks later. Mr A was dissatisfied with the complaint response received as this only dealt with the initial concerns raised. When Mr A queried this and raised further concerns the Health Board declined to investigate on the basis that his complaint was out of time. As a result, matters remain unresolved for him.
The Ombudsman found that the Health Board had failed to respond to the further questions. In response to the email a Doctor had visited him on the ward and explained his treatment plan. However, given the level of concern and the nature of the questions raised, this was not appropriate or sufficient. This caused frustration and uncertainty for Mr A. The Ombudsman decided to settle the complaint without a formal investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 6 weeks, reconsider Mr A’s complain and provide him with a further complaint response, together with a written apology for failing to address all his concerns previously.