Report Date


Case Against

Betsi Cadwaladr University Health Board



Case Reference Number



Early resolution

Mr A complained that Betsi Cadwaladr University Health Board did not update his Covid vaccination status, despite it reassuring him that the information would be updated and shared with his GP in England in a timely manner. Mr A submitted a complaint to the Health Board, but said the complaints process was unclear and he did not receive a response to his concerns.

The Ombudsman found that although the Health Board understood it had resolved the issue and updated Mr A’s vaccination status, his records had not been amended in the seven months that had passed since his vaccination. The delay in amending the records prevented Mr A from being able to travel and work abroad. Additionally, there was no evidence that Mr A had received any updates or a final written response to his concerns.

The Ombudsman sought and gained the Health Board’s agreement to update Mr A’s vaccination status and provide an explanation for the delay in it being amended. Additionally, to provide Mr A with a complaint response and offer an apology for the lack of updates and delay in the complaints process.