Miss T complained that Cwm Taf Morgannwg University Health Board has not provided the necessary treatment to deal with her chronic pain.
The Ombudsman found that whilst the Health Board had responded to Miss T’s concerns informally, it failed to correctly escalate her complaint in accordance with its complaints process when Miss T remained dissatisfied. She said this caused frustration and uncertainty to Miss T. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Miss T with an apology for the identified failure and to issue a formal complaint response within 6 calendar weeks.