Mr A complained about the care and treatment provided to him by the Health Board from March to September 2024 and about the response to his complaint.
The Ombudsman found that, although the Health Board had responded to Mr A’s complaint, it had not provided him with clear information regarding communication tools available to support patients. The Ombudsman contacted the Health Board, which agreed to undertake the following actions to resolve the complaint and as an alternative to a formal investigation.
The Ombudsman sought and gained the Health Board’s agreement to provide Mr A with an explanation and information about available communication tools, such as the patient passport, to support patients when accessing healthcare. The Health Board agreed to do this within 4 weeks.