Health : Betsi Cadwaladr University Health Board

Ms A complained to the Ombudsman regarding the Health Board’s delay in responding to her email submitted in October 2022, challenging the factual accuracy of its complaint response. She also had concerns with the lack of an appointment for facet joint injections and progress in a submitted Subject Access Request.

The Ombudsman found no injustice in respect of Ms A’s appointment for facet joint injections and determined that the concern with the Subject Access Request was a matter for the Information Commissioner’s Office. However, the Ombudsman was concerned that the email submitted by Ms A had not been responded to. The Health Board confirmed that the email had been reviewed and the complaint was being re-opened.

The Ombudsman sought and gained the Health Board’s agreement to provide Ms A with an apology for the delay and to respond to her email, within 20 working days.