Mrs A complained that she had not been informed by Betsi Cadwaladr University Health Board that she had been removed from the surgical waiting list for a total knee replacement.
The Ombudsman found that although the Health Board had sent a letter to Mrs A’s GP, it had not informed her of the decision and the reasons why, in accordance with the Rules for Managing Referral to Treatment Waiting Times guidance. The Ombudsman decided to settle the complaint without investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 6 weeks, issue a written apology and to reinstate Mrs A to the waiting list in the same place had she not been removed.