Mr A complained that he was unhappy with a delay of 3 years in waiting to receive care and treatment from Cwm Taf Morgannwg University Health Board’s (‘the Health Board’) Weight Management Service. Mr A was also unhappy with the Health Board’s complaint response. He said that it had not addressed all of the issues he had raised.
The Ombudsman decided that the Health Board had not explained to Mr A that it considered his outstanding concerns to be out of time under the complaints process. The Ombudsman also decided that the Health Board had information about the Weight Management Service that may assist Mr A in understanding why he has had to wait for care and treatment. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement, within 1 month, to apologise to Mr A that he was not informed that aspects of his complaint were out of time, to provide Mr A with information about the capacity of the Weight Management Service, and to provide Mr A with an update on the current waiting list.