Mrs X complained that Cardiff and Vale University Health Board (“the Health Board”) had failed to undertaken an annual review of her son, as recommended by a private consultant.
The Ombudsman found that the Health Board had refused to consider Mrs X’s complaint, submitted in May 2021, as it said that it had previously provided a response in December2019. The Ombudsman found that the December 2019 response addressed different issues and that Mrs X had not provided the Health Board with copies of correspondence from the private consultant in support of her complaint.
The Ombudsman sought and gained the Health Board’s agreement to provide written confirmation within 10 working days to Mrs X that it would investigate her complaint about annual review of her son and respond in accordance with the NHS Putting Things Right process.