Report Date


Case Against

Cardiff and Vale University Health Board


Clinical treatment in hospital

Case Reference Number



Early resolution

Mrs A complained about the care provided to her late sister by Cardiff and Vale University Health Board and a GP Practice.

The Ombudsman found that Mrs A complained to the Health Board in 2022, but she had not received a formal response to her complaints under the Putting Things Right NHS complaints process. She said that this caused uncertainty for Mrs A. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Heath Board’s agreement to, within 30 working days:

• provide a formal complaint response to Mrs A, to include a response from the GP Practice.
• apologise to Mrs A and offer her a payment of £250 to reflect the uncertainty caused.