Mr X complained that Cardiff and Vale University Health Board failed to respond to the complaint he submitted with regards to the treatment to his legs.
The Ombudsman found that, while the Health Board had considered the complaint as an early resolution, the complaint had not been considered and responded to via the Putting Things Right (PTR) procedure. The Ombudsman said this caused uncertainty and frustration for Mr X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 4 weeks, provide the complaint response which will also include an apology and explanation as to why the complaint was not considered under the PTR process