Mr A complained that Hywel Dda University Health Board (“the Health Board”) did not report the result of an urgent suspected cancer scan within the timescales set out in national guidelines, which prevented his partner from receiving the palliative care and pain relief he needed. Mr A further complained that the Health Board’s responses to his complaints were delayed and did not adequately address his concerns.
The Ombudsman decided that although the information the Health Board provided in response to her enquiries addressed Mr A’s concerns about his partner’s care, the Health Board had not handled Mr A’s complaints in accordance with the NHS Wales complaints regulations. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to review its complaints handling processes and write to Mr A within 3 months to apologise and inform him of the action being taken to improve complaints handling.