Ms X complained that Cwm Taf Morgannwg University Health Board had failed to respond to the complaint made to it in June 2023 regarding her father’s wait for surgery.
The Ombudsman found that the Health Board had passed the complaint to a different Health Board which was responsible for the waiting list. However, the Health Board was not able to provide evidence to the Ombudsman that it had advised Ms X that her complaint had been passed to a different Health Board to respond to her. The Ombudsman said this caused confusion and frustration for Ms X.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Ms X within 2 weeks for failing to notify her that her complaint had been passed to a different Health Board.