Ms C complained that there had been avoidable delays before Cardiff and Vale University Health Board offered surgery for a bladder prolapse.
The Ombudsman decided that the clinical decisions were consistent with national guidelines. However, there had been errors in booking appointments and Ms C had not been consulted when her care was transferred to a different doctor. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Ms C within 4 weeks to apologise for not consulting her before making decisions about her care and treatment, and to provide an update on its review of the appointment booking process. The Health Board also agreed to ensure that the service were aware of, and followed, guidance on ending professional relationships.