An Advocate complained on behalf of Mrs A regarding the care that her daughter, Ms B, received from Cwm Taf Morgannwg University Health Board (“the First Health Board”) and another health board (“the Second Health Board”) in 2022. Specifically, Mrs A complained about the manner in which the funding request for Ms B’s surgery was administered by the First Health Board and its communication with her and the Second Health Board in that regard.
The investigation found that there was confusion within the First Health Board regarding the process for arranging funding between itself and the Second Health Board. It also failed to communicate appropriately with Mrs A and Ms B, and the Second Health Board, regarding the outcome of the funding application in respect of Ms B’s surgery. This constituted maladministration and the resultant uncertainty over whether it had been granted was an injustice to Mrs A and Ms B. The complaint was therefore upheld.
The First Health Board agreed to the Ombudsman’s recommendations to apologise to Mrs A and Ms B for its maladministration and to pay Mrs A redress of £250 in recognition of the time and trouble that she experienced in bringing this complaint on behalf of Ms B. It also agreed to pay Ms B redress of £500 in recognition of the significant stress and frustration she underwent during the funding application process due to its failing. Finally, the First Health Board agreed to review and amend its communication process following the outcome of a Prior Approval funding application, ensuring its new process includes timely confirmation of the outcome to both patient and the authority that will provide the treatment.