Mrs H complained that Cardiff and Vale University Health Board had failed to provide her with any clarity about her treatment plan and that there had been a lack of communication between the departments involved in her care.
The Ombudsman found that the Health Board had considered Mrs H’s concerns by way of an early resolution, this had taken 6 months and Mrs H was then incorrectly informed to contact the Ombudsman if her concerns had not been resolved. The Ombudsman decided the Health Board had failed to follow its complaints process appropriately and this had caused frustration and inconvenience for Mrs H. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Mrs H and pay her £50 redress for its failure to follow the complaints process. The Health Board also agreed to issue a PTR response within 30 working days.