Mr B complained that the Health Board failed to respond to his complaint about the length of time he has been waiting to have an operation and why he has been removed from the priority list.
The Ombudsman found that whilst the Health Board had been in touch with Mr B, it had failed to log his concerns under the Putting Things Right (“PTR”) concerns procedure. She said that this caused frustration and uncertainty to Mr B. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Mr B with an apology for the oversight and issue PTR complaint response within 6 weeks.