Clinical treatment in hospital : Hywel Dda University Health Board

Miss L complained that she was provided with incorrect treatment whilst she was a patient at Hywel Dda University Health Board. She further complained that she felt her concerns were not listened to, and that the Health Board had failed to communicate with her efficiently.

The Ombudsman found that the Health Board issued a complaint response in line with its statutory complaint’s procedure, however had not responded to Miss L’s most recent concerns. She said this caused frustration to Miss L. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Health Boards agreement to provide Miss L with an apology for the delay in responding to her most recent communication, and to arrange a meeting with her to discuss her concerns further. It agreed it would action this within 30 working days.