Health : Betsi Cadwaladr University Health Board

Mr T complained that Betsi Cadwaladr University Health Board had failed to provide a response to his complaint which he made on 26 September 2022. Mr T also complained that the Health Board refused to consider his more recent concern as part of an addendum to his original complaint.

The Ombudsman decided that there was no evidence of maladministration in the Health Board’s decision to not treat the new concern as an addendum. However, the Ombudsman decided that in relation to the original complaint the Health Board had failed to provide regular and meaningful updates and had not issued a complaint response. She said that this caused frustration and uncertainty to Mr T. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Health Board’s agreement to apologise to Mr T, provide an explanation for the delay and lack of regular updates and issue a complaint response within 4 weeks.