Ms A complained about the delays she has experienced waiting for treatment for her cataracts by Hywel Dda University Health Board. Ms A also complained that the Health Board not only provided inaccurate information about her ongoing treatment, but also failed to provide a complaint response that addressed her individual concerns.
The Ombudsman found that the Health Board had not provided Ms A with meaningful updates and explanations for the delays that she had experienced, and that its complaint response did not address Ms A’s specific complaints. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Ms A within a month to fully address her individual concerns. Additionally, in the event that there is going to be a delay in either scheduling a review or the provision of treatment the Health Board has undertaken to notify the patient and provide an explanation.