Mr A complained that Aneurin Bevan University Health Board improperly removed him from its ENT waiting list, stating that he had not contacted it when he had.
The Ombudsman found that Mr A had followed the advice in the Health Board’s letter and had emailed it regarding an ENT appointment. Despite this, the Health Board had incorrectly removed Mr A from the ENT waiting list. The Ombudsman said this caused Mr A uncertainty and frustration and she decided to settle the complaint without a formal investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Mr A for incorrectly removing him from the waiting list, to confirm in writing to Mr A that he had been reinstated on the waiting list in the same position he would have been in had he not been incorrectly removed, and to explain to Mr A what went wrong within 2 weeks.