Mr A complained about issues relating to his ongoingwait for knee surgery. Instead of formally investigating and responding to MrA’s complaint, the Health Board sought to informally resolve the matter.
The Ombudsman was concerned that the Health Board didnot resolve Mr A’s complaint and had not formally investigated and responded tohis concerns either.
The Ombudsman decided to settle the complaint without an investigation. She obtained the Health Board’s agreement to investigate and formally respond to Mr A’s concerns under the Putting Things Right arrangements, to apologise for failing to offer to do so before now and to offer him a time and trouble payment of £125. The Health Board agreed to undertake these actions within 30 working days.