Health : Cardiff and Vale University Health Board

Miss B complained that Cardiff and Vale University Health Board failed to provide a response to her complaint about the care and treatment provided to her late father.

The Ombudsman found that whilst the Health Board had issued a complaint response it had sent it to the incorrect email address. She said that this caused frustration and uncertainty to Miss B. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Health Board’s agreement to apologise and provide an explanation for the failure, raise the matter with the relevant staff member to ensure that lessons are learnt and undertake the necessary checks to ensure that there has been no data breach. The Health Board also agreed to offer £50 redress to Miss B and to re-send the complaint response within 2 weeks.