Mr B complained that Cardiff and Vale University Health Board failed to perform the correct operation on his neck.
The Ombudsman found that whilst the Health Board had responded to Mr B’s complaint, it had failed to log his concerns as a formal complaint under its Putting Things Right (“PTR”) complaints procedure. She said 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 failure and to issue a formal PTR complaint response within 6 weeks.