Report Date


Case Against

Betsi Cadwaladr University Health Board


Clinical treatment outside hospital

Case Reference Number



Upheld in whole or in part

Mrs T complained that the Health Board failed to provide the agreed package of NHS continuing healthcare (“NHSCHC” – a package of care arranged and funded by the NHS) for her husband between March 2020 and his death in January 2021.

Mr T had been receiving 16 hours care per week (2 x 8 hours) from May 2018, following surgery for throat cancer. The Ombudsman found that, following further surgery in January 2020, an assessment concluded that there was no change in his condition and that he still required the same level of support. However, the Health Board failed to plan effectively for Mr T’s discharge from hospital and was unable to source the level of care he required. Mr T received at most, 9 hours care per week, made up of 3-hour blocks. The Ombudsman found this amounted to a service failure which caused both Mr and Mrs T considerable injustice, and upheld the complaint.

The Ombudsman recommended the Health Board apologise to Mrs T, as well as reviewing its commissioning process to ensure proactive planning, and the system of financial control of care packages.