Mr A complained that the Cardiff and Vale University Health Board failed to send referral letters to his new GP so that he could continue his treatment outside of Wales.
The Ombudsman found that the Health Board issued a referral letter to Mr A’s new GP in March 2025 but could not confirm if the letter had been received. This caused additional frustration and uncertainty for Mr A. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Boards agreement to, within one week, re-issue the referral letter by email or recorded delivery.