Clinical treatment in hospital : Betsi Cadwaladr University Health Board

Mr U complained that Betsi Cadwaladr University Health Board had failed to respond to a complaint he raised in October 2022.

The Ombudsman found that the Health Board failed to respond under the Putting Things Right process and subsequently failed to inform Mr U of how it was actioning the complaint and how he could escalate the matter.

The Ombudsman decided to settle the complaint without an investigation. She sought the Health Board’s agreement to write to Mr U confirming that his complaint has now been formally logged under PTR with an explanation of why it was not done so in October 2022. To apologise for failing to explain how he could escalate his concerns and issue a time and trouble payment of £100.00. It also agreed to provide monthly update letters and aim to issue a full PTR response within 3 months.