Mrs L complained that Aneurin Bevan University Health Board had arranged an appointment at an incorrect clinic and failed to consider her request to reimburse her for her out of pocket expenses.
The Ombudsman found that, although the Health Board had admitted it had sent Mrs L to the incorrect clinic in error and apologised to her, it had failed to consider or respond to her request for her expenses to be reimbursed. The Ombudsman said this caused Mrs L frustration and decided to settle the complaint without a formal investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Mrs L for failing to respond to her request for reimbursement and to offer to reimburse her out of pocket expenses, which amounted to £24.50, within 4 weeks.