Mr M complained that Cwm Taf Morgannwg University Health Board failed to respond to a complaint he submitted concerning early discharge without adequate aftercare.
The Ombudsman found that the Health Board treated the complaint as an early resolution and not as a formal complaint. This caused additional frustration to Mr M.
The Ombudsman decided to settle the matter without an investigation. The Ombudsman sought and gained the Health Board’s agreement to log the concerns as a formal complaint and issue an acknowledgement letter within 5 working days.