The mother made a complain about the North Wales health board to the Public Services Ombudsman for Wales, saying she was dissatisfied with Betsi Cadwaladr’s response to her complaint about her son’s mental health care and treatment.
Betsi Cadwaladr agreed to offer an apology within one week, and to arrange a meeting within six.
Referred to as Ms A in the Ombudsman’s report, the mother claimed the health “had not listened to her or her son, and did not fully address their concerns”.
It added: “Ms A said that, without her assistance and perseverance, her son’s needs would have been disregarded by the mental health service.”
The Ombudsman found that although the health board tried to resolve the initial concerns informally, it resulted in a three-month period where Ms A raised further concerns, before a formal response was provided.
Betsi Cadwaladr said Ms A was satisfied that her concerns had been resolved, but she disputed this.
Deciding the settle the complain without an investigation, the Ombudsman recognised that the complaints process had caused “delays and frustration for Ms A and her son”.
It added: “The Ombudsman sought and gained the Health Board’s agreement within one week, to offer an apology, and a meeting within six weeks, for Ms A and her son to discuss their experience and any outstanding concerns, or to submit any outstanding concerns in writing, for the health board to consider in line with its complaints process.”
Betsi Cadwaladr said the apology has been made, the meeting has been arranged/taken place, and the issues the mother raised have been addressed to her satisfaction.