Ms A complained because she was unhappy with the actions of Hywel Dda University Health Boards Community and Drug Alcohol Team (‘CDAT’).
The Ombudsman decided that the Health Board’s complaint response was reasonable in respect of several of Ms A’s concerns. However, it was noted CDAT had informed Ms A that a meeting with her would be the best course of action to discuss further concerns raised in email correspondence. The meeting was not arranged within a reasonable timeframe. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 2 weeks, provide Ms A with an apology for the meeting not being arranged sooner and to inform her of the Health Board’s intention to investigate and respond to her further concerns, letting her know which concerns will be investigated.