Mrs A complained that she was dissatisfied with Cardiff and Vale University Health Board’s (“the Health Board”) response to her complaint that her Gynaecology referral was not accepted, and that she was denied treatment.
The Health Board declined Mrs A’s request for a further written response to address her outstanding concerns. It said that it had already addressed the issues, and offered her a meeting instead. The Ombudsman decided that there were aspects of Mrs A’s complaint that had not been addressed in the Health Board’s complaint response, and some of the explanations were unclear. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Mrs A, review its complaint response and Mrs A’s outstanding concerns, and provide a further written response, within 6 weeks.