Mr L complained to the Ombudsman regarding communication issues with Cwm Taf Morgannwg University Health Board in respect of information surrounding his wife’s appointments and treatment. Mr L was unhappy that he had sent letters to the Health Board but had not received a sufficient response.
The Ombudsman found that the Health Board had not clearly explained its responsibility for Mr L’s wife’s treatment in line with The National Health Service (Concerns, Complaints and Redress Arrangements) (Wales)Regulations 2011. Whilst the Ombudsman acknowledged that a verbal apology had been issued to Mr L, it was not satisfied that the Health Board had taken enough action.
The Ombudsman sought and gained the Health Board’s agreement to provide a written apology to Mr L for the lack of clarity in its communication with him in respect of the co-ordination of a response to his complaint, within 20 working days.