Clinical treatment in hospital : Betsi Cadwaladr University Health Board

Miss B complained to Betsi Cadwaladr University Health Board (“the Health Board”) about treatment provided to her by it, and other organisations. Miss B was unhappy that the Health Board failed to notify the other organisations about her complaint and that its written complaint response did not address all of the issues she raised.

The Ombudsman found that the Health Board had not complied with The National Health Services (Concerns, Complaints and Redress Arrangements) (Wales) Regulations 2011 (“the Regulations”) in its failure to coordinate a joint investigation and response to the concerns Miss B raised. Further, she concluded that although the Health Board had organised a meeting with Miss B to discuss her concerns, this did not negate the requirement to provide a written response to Miss B, in accordance with the Regulations.

The Ombudsman contacted the Health Board and in resolution of Miss B’s complaint it agreed to, within 20 working days, provide her with a full written response to her complaint which addressed all issues raised, and to provide Miss B with a written apology for its failure to undertake a joint investigation or forward her complaint to the other organisations for them to address.