Mrs A complained about care and treatment provided by Cardiff and Vale University Health Board in relation to facial pain she has been experiencing. She said that Health Board’s response was overly formal and difficult to understand.
The Ombudsman said that the Health Board should take steps to ensure that Mrs A understood its response.
The Ombudsman sought and gained the Health Board’s agreement to within 1 month, contact Mrs A to discuss whether there are any reasonable adjustments that would help her understanding of the final response, and offer to meet with her to explain the letter and aid her understanding of it.