Rudeness/inconsiderate behaviour/staff attitude : Swansea Bay University Health Board

Ms L complained that the staff at Swansea Bay University Health Board acted unprofessionally and inappropriately when she was required to undergo an MRI scan in November 2022. She further complained that the Health Board failed to follow the statutory complaints procedure and failed to take appropriate action in regard to her concerns.

The Ombudsman decided that the Health Board had not yet fully responded to Ms L’s concerns and that there was further information to be shared with her. She said that this caused frustration to Ms L and there had been a breakdown in communication.

As an alternative to an investigation, the Ombudsman sought and gained the Health Boards agreement to provide Ms L with full response and share any further information regarding the matter within 30 working days.