Report Date


Case Against

Cardiff and Vale University Health Board



Case Reference Number



Early resolution

Miss X complained about her mental health care. She was unhappy after being discharged from secondary mental health services. A reassessment appointment further concluded that services could be provided via her GP. This assessment was online and she could hear other conversations in the background. She did not feel that it was confidential or in-depth. She was also unhappy about the manner in which her complaint was dealt with by the Health Board.

The Ombudsman noted the concerns about the online assessment appointment, and the complaint response. We contacted the Health Board; it agreed to, within 20 working days:
• To contact Ms X to arrange a mutually agreed time for a face-to-face mental health assessment with a psychiatrist to assess her current need for mental health services and support, in line with the provisions of the Measure, and whether she needs ongoing support from secondary mental health services.
• To provide a written apology to Miss X for:
a) the manner in which the online assessment was conducted
b) the failure of the recording of the complaint meeting.