Swansea Bay University Health Board

Mr A complained that Swansea Bay University Health Board had not fully responded to his concerns about the care and treatment provided to him by the persistent pain team and a referral to physiotherapy.

The Ombudsman’s assessment found that the Health Board had blocked email contact from Mr A and had informed him of this in a letter. However, this letter did not adequately explain to Mr A the options available to him for submitting a complaint to the Health Board. As it had not received his complaint, the Health Board had not yet investigated nor responded to his concerns.

The Health Board agreed to, within 2 weeks, provide Mr A with details of the options available to him for submitting a complaint to the Health Board. It also agreed to conduct an investigation into the complaint raised by Mr A regarding the care and treatment provided by the persistent pain team and referral to physiotherapy. The Health Board agreed to provide Mr A with a full response to his complaint within 4 weeks.