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PSOW (Public Services Ombudsman for Wales) decision

Cardiff and Vale University Health Board

Decided 7 May 2025 Reference PSOW-202410000 Outcome: Resolved / Early Resolution Sector: Health Category: Clinical treatment in hospital Body on this site: Cardiff and Vale University Health Board

Original decision on the PSOW (Public Services Ombudsman for Wales) website ↗ All PSOW decisions

Themes assigned by this site (AI-generated): Clinical negligence harms learning

Full decision

Decision (the PSOW's words)

Ms L complained that Cardiff and Vale University Health Board failed to respond to her complaint which was submitted in December 2024.

The Ombudsman found that the Health Board failed to issue update/holding letters during its investigation. This caused additional uncertainty and frustration for Ms L. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Health Board’s agreement to aim to respond to the complaint within 2 weeks. If the response is not issued, it agreed to issue monthly update/holding letters until the response is issued.

From: PSOW (Public Services Ombudsman for Wales), decision PSOW-202410000, 7 May 2025