Ms D complained that Cwm Taf Morgannwg University Health Board failed to respond to her complaint about how it communicated with her when conducting a Situation, Background, Assessment Recommendation review into her late father’s, Mr D’s, care. Some elements of Mr D’s care and treatment were also being considered under the NHS Redress Scheme.
The Ombudsman decided that the matters raised in Ms D’s complaint, which were not being considered under the Redress Scheme, required a complaint response. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement that within 2 weeks it would write to Ms D to apologise for the lack of communication, and within 3 months it provide a complaint response for the elements that sat outside of the Redress Scheme.