Report Date


Case Against

Betsi Cadwaladr University Health Board



Case Reference Number



Early resolution

Mrs G complained that the Health Board had not adequately investigated her complaint about how her late father, Mr S, contracted COVID-19 before his death at Wrexham Maelor Hospital in August 2020.
Under the Putting Things Right (“PTR”) complaints process, the Health Board was required to explain whether a breach of its duty of care to Mr S had occurred and if so, whether this caused him any harm. The Ombudsman was concerned that the Health Board had, in responding to Mrs G’s complaint, failed to explain why it had not found qualifying liability in relation to her concerns.
The Ombudsman contacted the Health Board regarding this concern. In the interests of resolving the complaint, the Health Board agreed to take the following actions within 3 months:
• Re-consider the outcome of the investigation of Mrs G’s concern relating to how Mr S caught COVID-19.
• Re-issue a new response letter to Mrs G under the PTR process, including a full explanation of the decision on qualifying liability.