Appointment procedures (including outpatients): Hywel Dda University Health Board

Mr G complained that Hywel Dda University Health Board failed to place him on the waiting list for cataract surgery on his right eye following cataract surgery on his left eye. The Health Board had apologised for the failure and stated that Mr G had been reinstated on the surgical waiting list in the position he should have originally been in prior to the error. Mr G was unhappy with this response as it did not explain the reason for the error or from what date he was reinstated on the waiting list.

The Ombudsman decided that the Health Board’s response to Mr G’s complaint failed to sufficiently address his questions about his place on the waiting list or how long he would have to wait for surgery.

The Health Board agreed to the Ombudsman’s proposal to settle the complaint on the basis that it would issue a further response to Mr G within four weeks clarifying:

• The reason for the failure to place him on the surgical waiting list.
• His place on the waiting list now that the failure has been rectified.
• His approximate waiting time for surgery.