Mr C complained that Betsi Cadwaladr University Health Board had failed to progress a referral to the Posture and Mobility Service, to assist him while he was waiting for knee replacement surgery.
The Ombudsman decided that the communication from Mr C’s doctor had been contradictory and that Mr C had been led to believe a referral had been made, when it had not. When the Health Board investigated Mr C’s complaint, it did not contact the doctor and relied solely on the limited information held by the Posture and Mobility Service. There was a missed opportunity to clarify and resolve the issues when the Health Board declined a request for a meeting to discuss Mr C’s concerns. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to send a referral form to Mr C’s GP for completion within 4 weeks. The Health Board also agreed to apologise for not investigating Mr C’s complaints sufficiently thoroughly, provide feedback to the doctor and prioritise consideration of the referral, when it was received.