Mrs A complained to Cwm Taf Morgannwg University Health Board about the care and treatment provided to her son following him fracturing his elbow. She also raised concerns about the lack of a clear, robust pathway for 16–18-year-olds with additional needs to receive treatment.
The Ombudsman found that the Health Board’s complaint to Mrs A did not comply with the National Health Service (Concerns, Complaints and Redress Arrangements) (Wales) Regulations 2011. Neither did it address the concerns Mrs A raised about wider service provision. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to Provide a comprehensive response (in accordance with the National Health Service (Concerns, Complaints and Redress Arrangements) (Wales) Regulations 2011) to Mrs A’s complaint within 6 weeks.