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.