Health : Betsi Cadwaladr University Health Board

Mrs A complained to the Ombudsman regarding the delay in response to a formal complaint submitted to the Health Board in June 2022. Mrs A formally complained to the Health Board regarding the care and treatment of her late mother whilst at Ruthin Community Hospital in 2021.

The Ombudsman found that the Health Board had acknowledged Mrs A’s complaint, but did not update Mrs A appropriately when requested and did not provide any indication of when the formal complaint response could be expected. The Ombudsman considered that the Health Board’s expected response exceeded a reasonable timeframe.

The Ombudsman sought and gained the Health Board’s agreement to provide Mrs A with an apology for the delay and to provide Mrs A with a full response to her complaint, within 20 working days.