Mr Atkins complained that the Health Board had not put matters right following a complaints meeting it held with him in October 2025.
As part of an assessment, the Ombudsman found that the Health Board had taken some action to resolve Mr Atkins’ concerns following the meeting. The Ombudsman, however, did not see evidence that the Health Board had discussed relevant clinical notes with Mr Atkins in a subsequent appointment, further to an action agreed at the complaints meeting. The Ombudsman acknowledged Mr Atkins’ concerns that not having the opportunity to discuss the clinical notes caused inconvenience and frustration.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Mr Atkins that the clinical notes had not been discussed with him, further to the agreement reached. It would also offer and, if accepted, arrange a meeting with Mr Atkins and an appropriate clinician, for discussion of the clinical notes.
The Health Board agreed to complete these actions within one month of the Ombudsman’s decision and to provide evidence of completion of these actions within a further two weeks.