Health : Betsi Cadwaladr University Health Board

Mrs L complained that, despite raising a formal concern about the standard of maternity care she received at Betsi Cadwaladr University Health Board in August 2021, she had not yet received a response.

The Ombudsman decided that the Health Board had failed to follow its complaints procedures and further failed to keep Mrs L updated with the investigation. She said that this caused unnecessary frustration to Mrs L, however decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Health Board’s agreement to apologise to Mrs L, pay her redress of £100, and formally respond to her concerns within 30 working days of the Ombudsman’s decision letters.