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.