Clinical treatment in hospital : Betsi Cadwaladr University Health Board

Ms X complained about the medical care provided to her mother during the time she was admitted to hospital. She felt that the hospital failed to provide her mother with an acceptable or even a safe level of care and wanted a personal face-to-face apology from staff involved.

The Ombudsman found that the Health Board had not provided a full response to all of the concerns raised previously by Ms X. The Ombudsman noted that her jurisdiction considers complaints about, and any remedial action of an apology from, the Health Board as a body corporate. She does not have jurisdiction to require staff to personally apologise to complainants, as sought by Ms X.

The Health Board agreed to an early resolution of Ms X’s complaint (as an alternative to an investigation of it) which included:
Within 30 working days the Health Board will:
1) Issue a full complaint response
a) covering all elements of the complaint as presented; and
b) providing a detailed and robust response in respect of the Health Board’s own policies and procedures.
2) Provide an opportunity to meet with the relevant staff to discuss concerns face to face.