Report Date


Case Against

Betsi Cadwaladr University Health Board



Case Reference Number



Early resolution

Mr X complained that he had not received a response from the Health Board following the complaint he made in October 2021 regarding the treatment he received whilst at hospital for clozapoine treatment.

The Ombudsman found that the Health Board had failed to provide regular and meaningful updates and had not issued its complaint response.

The Health Board agreed to complete the following in settlement of Mr X’s complaint within 6 weeks, as an alternative to the Ombudsman investigating it:

a) Write to Mr X to provide an explanation and apology for the failure to provide regular and meaningful updates

b) Provide Mr X with a further apology for the delay in providing a complaint response

c) Undertake the necessary checks to ensure that no other complainants were affected

d) Make a £125 time and trouble payment to Mr X for having to raise his complaint with the Health Board and the Ombudsman

e) Issue a complaint response.