Mr C complained about the care his late father, Mr A, received from Cwm Taf Morgannwg University Health Board (“the Health Board”) when Mr A was discharged from Prince Charles Hospital (“the Hospital”) on 8 December 2021. He was concerned about whether Mr A’s discharge from the Hospital was handled appropriately and in line with relevant guidance, and about the handling of his complaint.
The investigation found that Mr A’s discharge from the Hospital was handled appropriately, so this element of the complaint was not upheld. However, an element of the complaint handling (in relation to a CCTV footage request) fell below an appropriate standard. The Ombudsman therefore partly upheld this element of the complaint and recommended that the Health Board should provide Mr C with a written apology for the failing identified, offer him a payment of £375 in acknowledgement of the inaccuracy regarding the CCTV footage, and bring the report to the attention of relevant complaint handling staff and remind them of the importance of accuracy and transparency.