Mr A complained that he had to write 3 letters to Cwm Taf Morgannwg University Health Board before it responded to his concerns about his son’s healthcare in prison. Mr A was dissatisfied with the Health Board’s complaint response, the handling of his complaint, and the provision of information. Mr A said that his son’s healthcare issues remained undiagnosed and untreated.
The Ombudsman decided Mr A’s son appeared to have been given access to relevant healthcare, and had been referred for further investigations with specialist services where necessary. There was no evidence of significant personal injustice in relation to this. However, the Ombudsman was concerned about the handling of the complaint, including delays and miscommunication, that had resulted in Mr A being denied the opportunity to discuss his concerns. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement within 1 month, to offer Mr A an apology and £150 redress for the time and trouble taken in trying to resolve his concerns. The Health Board also agreed to provide Mr A with any outstanding information that he was entitled to, and an explanation and apology for the miscommunication and the lack of response to his initial concerns.