Mr S complained that Cardiff and Vale University Health Board failed to pick up a referral for his father. Mr S said that it was only discovered when he contacted the Health Board for an update and an explanation as to why it was missed was not provided.
The Ombudsman found that the Health Board had responded to Mr S’ communication but it had failed to do so in line with the complaint process. She said this caused additional frustration and inconvenience to Mr S and his father as it missed an opportunity to investigate and provide a meaningful response.
The Ombudsman decided to settle the complaint without an investigation. She sought the Health Board’s agreement to investigate the complaint and issue a response, including general time scales for waiting lists, within two months.