Source · PSOW (Public Services Ombudsman for Wales)

Cardiff and Vale University Health Board

PSOW (Public Services Ombudsman for Wales) Resolved / Early Resolution Reference PSOW-202300457 Sector Health Category Appointment procedures (including outpatients) Decided 06 June 2023

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Cancelled appointment follow-up Elective Surgery Waiting List Disparities

Full decision

Mr X complained that Cardiff and Vale University Health Board had failed to provide him with further surgery and had not issued a formal complaint response.

The Ombudsman decided that the Health Board had failed to provide Mr X with a formal complaint response, which caused frustration to Mr X and led him to contact the Ombudsman. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Health Board’s agreement to issue its formal complaint response within 2 weeks.

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Other decisions involving Cardiff and Vale University Health Board

Reference	Date	Summary	Outcome
PSOW-202410002	30 Apr 2026	Ms C complained about the care and treatment provided to her late mother-in-law, Ms D, when she was investigated and …	Partly Upheld
PSOW-202502189	23 Apr 2026	The investigation focused on whether Ms A’s waiting time for gallbladder surgery was appropriately managed in line with the Welsh …	Partly Upheld
PSOW-202510196	23 Apr 2026	Mr A complained that the Health Board inappropriately submitted three Multi Agency Referral Forms (“MARFs”) to the Council in relation …	Resolved / Early Resolution
PSOW-202501454	16 Apr 2026	Mr C complained that Cardiff and Vale University Health Board had not provided him with the mental health care and …	Resolved / Early Resolution
PSOW-202509648	15 Apr 2026	Mrs A complained that the Health Board had not responded to all her concerns in its complaint response, and that …	Resolved / Early Resolution

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