Mr C complained that Cardiff and Vale University Health Board had not provided him with the mental health care and treatment he required. He further complained that the Health Board had not arranged an interpreter to support him to engage in assessments.
The Ombudsman decided that on some occasions, the care that Mr C received was appropriate, but on other occasions, the care fell below the expected standards of clinical care. There was one significant occasion when Mr C’s request for an interpreter was not considered in accordance with the Health Board’s policy.
The Ombudsman sought and gained the Health Board’s agreement to write to Mr C within 1 month to apologise for its consideration of his request for an interpreter. It also agreed to share learning and feedback with staff and managers within 1 month, and complete a review of its policy regarding the Accessible Standard within 2 months.