Mrs A complained about the care and treatment provided by Cardiff and Vale University Health Board following a colposcopy in January 2025. Results were not available for 10 weeks, which led to a delay in diagnosis and treatment for cervical cancer. Mrs A also complained that she had previously been discharged in 2021, with a 3-year recall, and raised concerns about a biopsy and sampling.
The Ombudsman found that although the Health Board had investigated Mrs A’s concerns, she had not received an adequate response to her initial complaint or the matters raised subsequently. Mrs A was inconvenienced by the Health Board’s actions, which caused uncertainty and frustration for her. The Ombudsman decided to settle the complaint without an investigation.
The Health Board agreed to, within 6 weeks, reconsider Mrs A’s complaint and provide her with a further complaint response, addressing the additional matters raised with the Health Board and the Ombudsman.