Mr A complained that Cardiff and Vale University Health Board (“the Health Board”) had failed to properly respond to a complaint he had submitted on behalf of his wife, in respect of delayed cataract surgery.
The assessment found that whilst the Health Board had responded to Mr A’s complaint, it had not properly addressed the concerns he had raised. This amounted to maladministration, which caused Mr A an injustice.
Instead of investigating the complaint, the Ombudsman obtained the Health Board’s agreement to investigate and fully respond to Mr A’s complaint, and to apologise for not doing so in the first instance.
The Health Board also provided an assurance that it would be reviewing the content of its response letters to ensure that complainants were made aware that they could, when appropriate, go back to the Health Board if dissatisfied with its initial response.