Mr X complained that Cwm Taf Morgannwg University Health Board transferred his endocrinology care to another health board, without any notice or explanation provided. Mr X complained to the Health Board over a period of months, but did not receive a response.
The Ombudsman decided that despite multiple requests by Mr X and an earlier proposal by the Ombudsman, the Health Board failed to respond to his complaint in line with Putting Things Right, or provide him with a written explanation for its decision to transfer his care. There was also a delay in providing his records. The Ombudsman said that this caused delays and frustration for Mr X. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement within 6 weeks to apologise to Mr X, offer him £250 redress for the delays and failure to provide a complaint response and to respond to his concerns in line with Putting Things Right. It also agreed to remind all staff involved in the case of the Violence and Aggression Incident reporting requirements, including timescales, in line with the Health Board’s policies and procedures.