Health : Betsi Cadwaladr University Health Board

Mr N complained to the Ombudsman (via his Community Health Council advocate) about the Health Board’s response to his concerns surrounding communication around his wife’s (Mrs N) deteriorating condition, and being unable to see her before her death on 9 February 2022. He also had concerns with Mrs N being administered a double dose of steroid medication.

The Ombudsman found that nothing further could be achieved in respect of communication errors and Mr N not being able to see his wife. The Health Board had apologised for these and taken remedial action. This was deemed sufficient. The Ombudsman also found no evidence of a double dose of steroid medication being administered to Mrs N. However, the Ombudsman was concerned with the Health Board’s communication regarding Mr N’s complaint, submitted in June 2022. The Health Board had previously acknowledged twice that a response was being drafted. It then said in September 2022 that it was not aware of a complaint being submitted, resulting in a delay. The Health Board was asked for an update on a further 6 occasions before a response was issued in November 2022.

The Ombudsman sought and gained the Health Board’s agreement to apologise to Mr N for initial misinformation provided regarding his complaint and the subsequent failure to respond to requests for updates, within 10 working days.