Ms B is prelingually deaf (deafness that occurs before learning speech and language). She complained about the care she received from the Health Board regarding an assessment for Attention Deficit Hyperactivity Disorder (“ADHD” – a condition where the brain works differently). Ms B queried whether the Health Board carried out her ADHD assessment appropriately in November 2024, taking fully into consideration relevant national guidance and her need for reasonable adjustments. Furthermore, following her disagreement with that assessment, Ms B queried whether the Health Board followed relevant national guidance and appropriately considered a request for a second opinion.
The investigation found that the Health Board failed to offer Ms B appropriate reasonable adjustments for her ADHD assessment. It also failed to take into consideration that Ms B had not been provided with reasonable adjustments when it considered her request for a second opinion. Both points of complaint were upheld.
The Ombudsman recommended that the Health Board apologise to Ms B and offer her the opportunity to undergo a second assessment, with any reasonable adjustments met, in an environment suited to Ms B’s needs. She also recommended that the Mental Health and Complaint Handling teams familiarise themselves with relevant guidance and undergo training in offering and making reasonable adjustments. Finally, the Ombudsman recommended that the Complaint Handling team should review its complaint handling regarding this case. The Health Board agreed to carry out all the Ombudsman’s recommendations.