Ms X complained about various aspects of nursing care provided to her daughter whilst she was an inpatient at Royal Glamorgan Hospital in March 2022. Whilst the Health Board had provided a formal response to Ms X’s complaint, it had not responded to further correspondence in relation to the complaint. Ms X complained to the Ombudsman.
The Ombudsman noted that there remained outstanding concerns and aspects of the complaint which the Health Board had not responded to.
The Health Board therefore agreed to (within 6 weeks):
· Provide a formal written response to the points that Ms X raised relating to her complaint about her daughter’s inpatient care.
· Provide a written apology that a formal response to the points raised in her email was not provided sooner, and that it was not clear whether such a response was going to be provided.
· If (within 6 weeks) Ms X provides specific details of her complaint, about a capacity assessment carried out during her daughter’s inpatient stay by Health Board staff, the Health Board will consider this as a new complaint, and respond in line with the timescales set out in PTR (the NHS complaints regulations).