Cardiff and Vale University Health Board

Ms C complained that Cardiff and Vale University Health Board had failed to adequately record and respond to complaints about her care, support and treatment.

The Ombudsman decided that despite the efforts that Ms C had made to clarify her complaint, the Health Board had not provided a response which adequately addressed each of the points Ms C had raised. The Ombudsman decided to settle the complaint without an investigation.

The Ombudsman obtained a statement of complaint from Ms C and shared it with the Health Board. The Ombudsman then sought and gained the Health Board’s agreement to acknowledge the complaint within one week and investigate and respond to the complaint in accordance with the NHS Wales complaints procedure (Putting Things Right).