Source · PSOW (Public Services Ombudsman for Wales)

Cardiff and Vale University Health Board

PSOW (Public Services Ombudsman for Wales) Resolved / Early Resolution Reference PSOW-202502124 Sector Health Category Appointment procedures (including outpatients) Decided 22 August 2025

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Cancelled appointment follow-up Complaint record keeping failures

Full decision

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.

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Other decisions involving Cardiff and Vale University Health Board

Reference	Date	Summary	Outcome
PSOW-202410002	30 Apr 2026	Ms C complained about the care and treatment provided to her late mother-in-law, Ms D, when she was investigated and …	Partly Upheld
PSOW-202502189	23 Apr 2026	The investigation focused on whether Ms A’s waiting time for gallbladder surgery was appropriately managed in line with the Welsh …	Partly Upheld
PSOW-202510196	23 Apr 2026	Mr A complained that the Health Board inappropriately submitted three Multi Agency Referral Forms (“MARFs”) to the Council in relation …	Resolved / Early Resolution
PSOW-202501454	16 Apr 2026	Mr C complained that Cardiff and Vale University Health Board had not provided him with the mental health care and …	Resolved / Early Resolution
PSOW-202509648	15 Apr 2026	Mrs A complained that the Health Board had not responded to all her concerns in its complaint response, and that …	Resolved / Early Resolution

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