Ms A complained about the care and treatment she received from Powys Teaching Health Board (“the Health Board”) when a myofascial release (a type of technique used to help release tight muscle or soft tissue) was carried out during a physiotherapy appointment. Ms A said the myofascial release was carried out without her knowledge or consent and since the appointment she had experienced ongoing health issues.
The Ombudsman found that although the Health Board had conducted an investigation, its complaint response was not adequate, as it did not fully address all Ms A’s concerns. The Health Board failed to do so again when Ms A highlighted the inadequacies in its response. Also, since the Health Board’s complaint response, there had been further appointments and investigations for Ms A’s symptoms, which included comment about the myofascial release and her ongoing symptoms. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to provide a further Putting Things Right response to Ms A, to include all concerns originally complained about, those raised in follow-up correspondence by Ms A, and further developments which may be of significance since the initial response, including appointments attended and investigations undertaken. The Health Board agreed to complete this within 8 weeks of the Ombudsman’s decision.