Mr C complained that referrals to a Consultant Cardiologist at Betsi Cadwaladr University Health Board had been misplaced, and he had been wrongly removed from the waiting list.
The Ombudsman decided that Mr C’s referrals and place on the waiting list, had not been handled appropriately. Although the Health Board had provided three responses to Mr C ‘s complaints, it had not adequately addressed his concerns. The responses did not comply with the NHS complaints regulations because they did not consider Qualifying Liability. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Mr C, within 1 month, to acknowledge and apologise for mishandling his referrals, offer him £250 for the time and trouble of pursuing his complaints and inform him of its position regarding Qualifying Liability. The Health Board also agreed to review its referral and waiting list procedures within two months.