Report Date


Case Against

Cardiff and Vale University Health Board


Medication & Prescription dispensing

Case Reference Number



Early resolution

Mrs X complained about the Health Board’s management of her chronic pain over the last year and about the unresolved issue of arranging a regular prescription of Lidocaine patches which has caused her pain and impacted on the quality of her life. Mrs X had complained to the Health Board but had not received a response to her concerns.

The Health Board agreed to take action to resolve Mrs X’s complaint, namely:

• To provide Mrs X with a response to her complaint to confirm the plan moving forward regarding the Lidocaine patches, provide Mrs X with the necessary details about the plan and apologise to her for the confusion and delays she has experienced regarding her prescription and appointment with her Consultant

• To confirm an appointment for Mrs X with her Consultant.

The Ombudsman was satisfied that the action the Health Board agreed to take would resolve the complaint.