Mrs A complained about the care and treatment provided by Aneurin Bevan University Health Board (‘the Health Board’) in relation to gynaecological issues. Mrs A complained that she attended the Emergency Department on numerous occasions but on each occasion, she was discharged with no plan, answers or understanding of what had happened. Mrs A further complained about her experience during a hospital admission, when she underwent emergency surgery.
The Ombudsman found that Mrs A had made 2 complaints, but these had been dealt with by way of early resolution, without an investigation. The follow-up appointment promised did not take place. The referral to gynaecology did not resolve matters and raised further issues for Mrs A. Mrs A has not been provided with a formal complaint response addressing her concerns. This has caused delay, uncertainty and frustration for Mrs A. The Ombudsman agreed to settle the complaint without an investigation.
The Health Board agreed to, within 6 weeks, provide Mrs A with a formal complaint response, addressing all concerns raised with the Health Board and the Ombudsman, together with an apology for the failure to formally investigate her concerns previously.