Ms X complained that the Health Board continued to send her appointment letters in the name of a member of staff who she had complained about previously. Receiving these letters was causing unnecessary distress.
The Ombudsman decided that although the Health Board had made some changes to its processes there was still a risk that Ms X could receive letters in the name of the staff member in future.
The Ombudsman approached the Health Board and asked them to consider what further action could be taken. The Health Board removed the staff member’s name from the relevant electronic system, thereby removing the risk. The Ombudsman considered that the action was reasonable and settled the complaint without an investigation.