Patient list issues: Aneurin Bevan University Health Board

Ms Y complained that Aneurin Bevan University Health Board did not recognise the impact on her of a delay in having surgery to remove a rectal polyp (tissue growth from the wall of the rectum). Specifically, she complained that this had impacted her physically and mentally, including causing severe tissue damage, an increased risk of developing cancer and the need for an annual colonoscopy (a procedure using a narrow camera inserted through the anus).

The Ombudsman found that there was an unreasonable delay in Ms Y having surgery to remove a rectal polyp. As a result, Ms Y had a prolonged period of discomfort and distress. Ms Y will also now have 1-year and 3-year post surgery surveillance procedures which may not have been required had her surgery been completed earlier. This is a service failure and injustice to Ms Y. This complaint was upheld.

The Health Board agreed to apologise to Ms Y for the delay in her surgery and the impact this had on her. It also agreed to make a financial redress payment for the maladministration in mislaying her referral and the delay in her surgery of £750. Finally, it agreed to share the report and its findings with relevant clinicians to reflect on.