Complaints Handling : Cwm Taf Morgannwg University Health Board

Ms B complained to the Ombudsman about the way Cwm Taf Morgannwg University Health Board handled the communication surrounding the investigation into her son’s death. Ms B was unhappy that a meeting with her son’s Paediatrician was blocked, which was intended for her own assurance. She was unhappy two separate liaison roles were undertaken by the same person. Further, she was unhappy that the Health Board failed to keep her updated in an appropriate manner with no explanation of delays and errors in administration, which included letters being sent to her previous address, email(s) being sent to her in error, and late at night and several occasions where her name was misspelt/misused.

The Ombudsman found that although the Health Board had issued Ms B with an apology and advised of recommendations that it would implement, the Health Board’s response was not sufficient, given the volume of errors and examples of poor communication.

The Ombudsman sought and gained the Health Board’s agreement to, within one month, provide Ms B with a further apology, offer a £500 financial redress payment to reflect the distress and time and trouble and, within six weeks, provide a copy of relevant evidence/proposed action plan to the Ombudsman to show steps already taken/to be undertaken in implementing the improvement actions set out in the Health Boards complaint response.