Ms A complained because she was unhappy that Aneurin Bevan University Health Board could not secure suitable replacement transport following a provider’s withdrawal of service, resulting in her disabled son not being able to attend day services since April 2024.
The Ombudsman found that the Health Board had originally secured the lease of a vehicle on a rolling monthly basis, but the vehicle was no longer suitable after Ms A’s son had a motorised wheelchair. Transport was suspended in April 2024 and the provider subsequently withdrew its services. Despite attempts to source a replacement provider the Health Board had not secured suitable transport. Therefore, Ms A’s son was suffering an injustice through no fault of his own.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Ms A for the delay, to provide an interim transport solution whilst long-term options are considered and to provide Ms A with an update on interim transport, within 1 month.