Health : Betsi Cadwaladr University Health Board

Mr A complained about maladministration by the Health Board when dealing with the complaint he submitted on 13 October 2022, and about the unreasonable and inexcusable delay in dealing with the complaints process. He complained about the lack of professionalism of the Concerns Team staff when requesting an authorization form from his late mother, and by showing disrespect to them as a bereaved family, and by returning the form he had originally signed and submitted on 24 October 2022.

When considering his complaint, the Ombudsman was concerned about the way the Health Board had dealt with Mr A and dealt with this matter. The Health Board agreed to undertake the following to settle her complaint, instead of a full investigation: To apologize for requesting an authorising signature from his late mother and for the delay (this was completed); To offer a payment of £100, within 1 month, to reflect the distress caused and the delay and, finally, to provide, within 3 months, a full response to their complaint.