Mr X complained that Cardiff and Vale University Health Board failed to address his concerns regarding the care and treatment his late father received while in hospital.
The Ombudsman found that, while the Health Board had responded to the complaint, it was not compliant with the ‘Putting Things Right’ Regulations (“PTR”) and neither did it properly address the concerns raised. The Ombudsman said this caused uncertainty and frustration for Mr X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 4 weeks, offer an apology and explanation for not considering the complaint via the PTR process and provide a final PTR-compliant complaint response.