Health : Betsi Cadwaladr University Health Board

Mr F complained about the way Betsi Cadwaladr University Health Board handled his complaint about the care and treatment provided by the mental health resource team.

The Ombudsman found that the Health Board failed to inform Mr F of the initial action it had taken to resolve his concerns and failed to acknowledge that his complaint had been logged. Furthermore, the Ombudsman found that there had been a delay in logging his complaint and a complaint response had not been issued. She said that this caused frustration and uncertainty to Mr F. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Health Board’s agreement to apologise and provide explanations for the failures identified and to issue a complaint response within 30 working days.