Miss L complained that despite raising several complaints about her misdiagnosis, she had not received a formal response from Cardiff and Vale University Health Board.
The Ombudsman found that although the Health Board had contacted Miss L via telephone and post, it had not formally responded to her concerns in line with its statutory complaint’s procedure. She said this caused frustration to Miss L.
As an alternative to an investigation, the Ombudsman sought and gained the Health Board’s agreement to provide Miss L with an apology for the delay in responding and issue a formal response within 6 weeks.