Mrs A complained that she has been waiting for surgery since 2023 and the Health Board is not helping her and delaying her surgery.
The Ombudsman found that the Health Board’s complaint response lacked detail and explanation as it was not compliant with the NHS “Putting Things Right” procedure. The Ombudsman said this left Mrs A with unanswered questions about her surgery and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to within 6 weeks issue a formal complaint response, addressing the issues Mrs A raised.