Mr X complained about the care and treatment he received from Cardiff and Vale University Health Board (“the Health Board”), that it had not provided an appropriate response to his concerns and he did not feel that he had been listened to.
The Ombudsman found that Mr X’s concerns about his care and treatment were substantially out of time. However, in relation to complaint handling, the Ombudsman found that the Health Board had delayed by over 12 months, arranging an agreed meeting to discuss Mr X’s concerns. The Health Board had not provided Mr X with any updates and information about the terms of the meeting was contradictory. There was also a delay and lack of updates in completing an agreed literature review. The Ombudsman said that the Health Board’s complaint handling caused unnecessary delays and frustration for Mr X.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Mr X, pay him £250 redress, provide the outcome of the literature review and arrange the agreed meeting within 1 month.