Upheld in whole or in part
Betsi Cadwaladr University Health Board
In August 2020, Mr X complained to the Health Board about surgery which he underwent in 2019. The Health Board provided a formal response in October 2020, but Mr X felt the issues had been misunderstood. He therefore wrote a further letter on 14 October 2020 detailing his outstanding concerns. Mr X complained to the Ombudsman that the Health Board had failed to respond to that letter.
The Ombudsman noted that prior to Mr X submitting his complaint, he had been informed by the Health Board on 21 October 2022 that his complaint had fallen ‘through the gaps’ as it was only registered on the Health Board’s old Datix system and not on the new RL Datix system. Also, the Health Board had assured Mr X that his outstanding concerns were, at that stage, being investigated. As an alternative to investigating the complaint, the Ombudsman made recommendations which the Health Board agreed to implement.
The Health Board agreed to provide a written response to Mr X’s letter of 14 October 2020; explain the reasons for the delay; and offer an apology. All these actions would be completed within 30 working days.