Mrs A complained about the outcome of two foot surgeries in March and June 2023, and the overall management of her care by Aneurin Bevan University Health Board.
The Ombudsman recognised that there was a significant delay in the Health Board providing its response to Mrs A and that it failed to keep her appropriately updated. Mrs A had outstanding concerns that had not been addressed, including her belief that another patient’s records were placed on her file. The Ombudsman also noted a number of mistakes within the response.
The Ombudsman sought and gained the Health Board’s agreement to, within 4 weeks, offer a payment of £250 to Mrs A for the complaints handling delays, apologise for the errors identified and place a note on the complaints file to correct these, and contact Mrs A to discuss her concern regarding her records. Then within 8 weeks, to investigate and provide a further response to Mrs A on the outstanding issues.