Source · PSOW (Public Services Ombudsman for Wales)

Cardiff and Vale University Health Board

PSOW (Public Services Ombudsman for Wales) Resolved / Early Resolution Reference PSOW-202508746 Sector Health Category Health Decided 09 March 2026

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Full decision

Mrs A complained that she has been waiting for surgery since 2023 and the Health Board is not helping her and delaying her surgery.

The Ombudsman found that the Health Board’s complaint response lacked detail and explanation as it was not compliant with the NHS “Putting Things Right” procedure. The Ombudsman said this left Mrs A with unanswered questions about her surgery and decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Health Board’s agreement to within 6 weeks issue a formal complaint response, addressing the issues Mrs A raised.

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Other decisions involving Cardiff and Vale University Health Board

Reference	Date	Summary	Outcome
PSOW-202410002	30 Apr 2026	Ms C complained about the care and treatment provided to her late mother-in-law, Ms D, when she was investigated and …	Partly Upheld
PSOW-202502189	23 Apr 2026	The investigation focused on whether Ms A’s waiting time for gallbladder surgery was appropriately managed in line with the Welsh …	Partly Upheld
PSOW-202510196	23 Apr 2026	Mr A complained that the Health Board inappropriately submitted three Multi Agency Referral Forms (“MARFs”) to the Council in relation …	Resolved / Early Resolution
PSOW-202501454	16 Apr 2026	Mr C complained that Cardiff and Vale University Health Board had not provided him with the mental health care and …	Resolved / Early Resolution
PSOW-202509648	15 Apr 2026	Mrs A complained that the Health Board had not responded to all her concerns in its complaint response, and that …	Resolved / Early Resolution

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