Mrs C complained that Hywel Dda University Health Board (“the Health Board”) asked her and her son inappropriate questions as part of an ADHD assessment, which caused them unnecessary distress.
The Ombudsman recognised the concern that the questions had caused, but decided that the use of the questionnaires was consistent with National Guidelines and had been used appropriately. However, the Ombudsman found that there were errors in the complaints response, which wrongly suggested that Mrs C had asked her son to complete the wrong form. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Mrs C within 4 weeks to apologise for the incorrect information in the complaint response, and for suggesting that Mrs C had made an error, when she had not.