Report Date


Case Against

Swansea Bay University Health Board


Clinical treatment in hospital

Case Reference Number



Early resolution

Ms X complained to the Ombudsman about aspects of the care provided to her father as an inpatient. She also raised a concern about how her complaint had been handled by the Health Board.
Having carefully considered the aspects of the complaint, the Ombudsman decided not to investigate the specific points of complaint raised. However, the Ombudsman did note that there was a lack of clarity on one aspect (transfer of records) of the complaint response provided by the Health Board.
In recognition of this, the Health Board agreed to:
• Provide Ms X with a written apology for the lack of clarity in its complaint response relating to the transfer of records.
• Make an ex gratia payment of £250 to Ms X for any additional distress caused by this error.
The Health Board agreed to do this within 6 weeks of the date of this letter.