Ms A complained that she was unhappy with Cwm Taf Morgannwg University Health Board’s care and treatment following an ankle injury, and its handling of her complaint.
The Ombudsman decided that the Health Board’s complaint response lacked clarity and transparency, and it had failed to respond to Ms A’s follow-up correspondence. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 6 weeks, apologise to Ms A for the delay in responding to her correspondence, review its complaint response and provide a clear response addressing all the issues raised, and to remedy any issues identified.