Ms A complained that she had not received a suitable response to her complaint which she submitted to Powys Teaching Health Board (“the Health Board”). She said that the specific questions she raised had not been addressed sufficiently or at all.
The Ombudsman found that although the Health Board had provided a detailed and comprehensive response to about the care received by Ms A’s mother, it did not adequately address Ms A’s questions. The Ombudsman was also concerned that following the complaint response the Health Board told Ms A on 25 November 2025 that she would receive post-response correspondence which addressed her questions with 2 weeks. At the time the complaint was brought to the Ombudsman (2 March 2026), no such response had been received.
The Ombudsman decided to settle the complaint without an investigation on the basis that within 2 weeks of issuing the decision letter the Health Board would issue Ms A a complaint response which provides a comprehensive answer to the 6 questions she raised in her original complaint.