Ms L complained that Cwm Taf Morgannwg University Health Board failed to arrange her hip replacement surgery and that it had made excuses for the delay.
The Ombudsman found that Health Board explained to Ms L the reasons for the delay but that it failed to keep her updated. This caused additional uncertainty and frustration for Ms L. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Ms L, within 2 weeks, to apologise for the delay and to provide an update of developments.