Mrs X complained that Aneurin Bevan University Health Board (āthe Health Boardā) had failed to adequately explain how no duty of care had been breached in relation to the care provided to her late father.
The evidence suggested that the Health Board had omitted information from the Putting Things Right complaints response, the process for raising concerns or complaints in NHS Wales, and there were other shortcomings in the complaints handling and communication. The Ombudsman decided to settle the complaint.
He sought the Health Boardās agreement to, within 1 month, provide a full explanation about breach of duty and qualifying liability, apologise for the failure to provide this information sooner and the communication failings and offer Mrs X a redress payment of Ā£125. It also agreed to review its complaints handling based on the shortcomings that had been identified.