PSOW-202508177
Summary (the PSOW's words)Mr F complained about whether the action taken by the Health Board regarding treatment decisions for his sister, Mrs C, …
PSOW (Public Services Ombudsman for Wales) decision
Cwm Taf Morgannwg University Health Board
Decided 28 March 2025
Reference PSOW-202408579
Outcome: Resolved / Early Resolution
Sector: Health
Category: Health
Body on this site: Cwm Taf Morgannwg University Health Board
Original decision on the PSOW (Public Services Ombudsman for Wales) website ↗ All PSOW decisions
Themes assigned by this site (AI-generated): Complaint record keeping failures, Feedback not integrated
Full decision
Decision (the PSOW's words)
Mr A complained that Cwm Taf Morgannwg University Health Board (“the Health Board”) dealt with his complaint, about communication about the waiting time for a hip replacement operation, under its early resolution process. Mr A had requested a formal response from the Health Board under Putting Things Right.
The Ombudsman decided that whilst the Health Board had provided a full complaint response to Mr A, he had spent considerable time and effort in contacting the Health Board, in order to receive a formal response. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement within 1 month to make a redress payment of £250 to Mr A, for the time and trouble taken to get a formal response to his complaint.
From: PSOW (Public Services Ombudsman for Wales), decision PSOW-202408579, 28 March 2025