Health : Betsi Cadwaladr University Health Board

Ms A complained about the Health Board’s handling of her complaint concerning issues she experienced whilst her Aunt, Mrs B was in hospital. In her complaint to the Ombudsman, she raised concerns about the timeliness of the Health Board’s response; a discrepancy with her Aunt’s time of death; and communication issues.

The Ombudsman was concerned to note the Health Board had failed to respond to the complaint within the agreed timescale. She also noted there were issues which could be further addressed by the Health Board in order to resolve the complaint. As an alternative to investigating the complaint, the Ombudsman made recommendations which the Health Board agreed to implement.

The Health Board agreed to apologise to Ms A for the delay in providing a response; revisit the medical records to clarify concerns about Mrs B’s time of death; and explain any action taken with regards to the website and automated telephone messages. All these actions would be within 20 working days.