Mrs L complained that Cwm Taf Morgannwg University Health Board had failed to provide her with the medical records it relied on when investigating her complaint, which Mrs L is entitled to under the ‘Putting Things Right’ complaints process.
The Ombudsman found that, following receipt of the Health Board’s complaint response, Mrs L had requested a copy of the medical records which the Health Board had relied on when investigating her complaint. There had been a significant delay in the Health Board providing Mrs L with the relevant records, which the Ombudsman said caused Mrs L frustration and uncertainty. The Ombudsman decided to settle the complaint without a formal investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Mrs L for the delay and explain the reasons for it, and to provide the relevant records to Mrs L within 4 weeks.