Mrs A complained about Hywel Dda University Health Board (“the Health Board’s”) failure to provide her mother with timely Ophthalmology clinic appointments to treat her age-related eye disease.
The Ombudsman noted that whilst the Health Board in its complaint response had provided an explanation about the timing of appointments and also referred to national guidance in this area, it had not clarified the clinical pathway and contact details to be followed by Mrs A’s mother should her eye health deteriorate. The Health Board agreed to write to Mrs A’s mother about this. It also agreed to apologise to both Mrs A and her mother that this had not been made clear previously.