Report Date


Case Against

Betsi Cadwaladr University Health Board



Case Reference Number



Early resolution

Mrs H complained that Betsi Cadwaladr University Health Board had failed to provide a final update to her on its learning from a patient safety incident, relating to her late mother, which had been referred to the Health Board by her late mother’s GP.

The Ombudsman found that the Health Board had agreed to provide a written update on its learning to Mrs H in April 2021, but had failed to do so. It had contacted her on just 3 occasions in that time to provide general updates on the progress of its written response. The Ombudsman said this significant and unacceptable delay caused frustration for Mrs H. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Health Board’s agreement to apologise to Mrs H, explain the reasons for the delay, provide a final written response to her, and to offer a payment of £250 within 12 weeks.