Mrs A complained that Powys Teaching Health Board had refused to investigate her complaint without her son’s consent. Mrs A also said that the Health Board failed to respond to the concerns relating to her own experience, which did not require her sons consent.
The Ombudsman found that the Health Board had overlooked providing a response to the concerns which did not require Mrs A’s sons consent. The Ombudsman said this caused uncertainty and frustration for Mrs A. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 4 weeks, offer an apology for the oversight and provide a complaint response to the concerns which do not require Mrs A’s sons consent.