Mrs X complained that the Health Board had failed to respond to her complaint about the care and treatment provided to her husband, which she made to it on 23 July2021.
In considering the complaint the Ombudsman was concerned that Mrs X had not received a response to her complaint and that it had been suggested by the Health Board that a meeting was held in lieu of a written response, contrary to the Putting Things Right (“PTR”)regulations. As an alternative to an investigation, she asked the Health Board to complete the following in settlement of Ms X’s complaint:
By 30 June 2022
a) Apologise to Mrs X for the considerable delay in responding to her complaint
b) Provide Mrs X with a written complaint response