BackThe Public Services Ombudsman for Wales has issued a “special report” against a Welsh Health Board for the first time ever after it failed to carry out recommendations it previously agreed to.
The Ombudsman, Nick Bennett, found that a complainant was left waiting nearly two years for a response from Hywel Dda University Health Board over the treatment of her son.
Ms A (anonymised) originally complained to the Health Board in June 2014 and made a further complaint in January 2016 due to the lack of update on the original investigation. The Ombudsman found that the delay in dealing with Ms A’s complaint was excessive and the lack of updates amounted to maladministration.
The Health Board specifically agreed with the Ombudsman to respond to the issue as a formal settlement but then failed to honour that agreement. It then gave Ms A a date by which it would respond to her and again didn’t meet that.
Nick Bennett, Public Services Ombudsman for Wales, said: “I’m disappointed the Health Board did not fulfil its promise to give a full response to Ms A’s concerns over the treatment of her son within a reasonable timeframe.
“To not resolve this after nearly two years shows an appalling lack of respect towards Ms A and her son, and has added unnecessary stress to Ms A’s family.
“Since publishing this special report, the Health Board has responded to me and agreed to implement my recommendations. However, I still have serious concerns about the Health Board’s management of its complaints handling function and its candour and governance, and will be monitoring it closely over the coming months.”
Source: Public Services Ombudsman for Wales
