Miss H complained that Swansea Bay University Health Board failed to provide a formal written response to a complaint she raised about the care and treatment she received following a road traffic collision. She also complained that she had not received the results of an MRI scan.
The Ombudsman found that the Health Board closed the complaint without issuing a formal written response and its system failed to automatically send the MRI results to Miss H’s GP. She said this caused additional frustration and uncertainty for Miss H and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to reopen the complaint to issue a written response. To write to Miss H to apologise for the delay issuing the MRI results and to explain what went wrong. It also agreed to offer financial redress of £50.