Mr A complained that the Health Board’s complaint response contained inaccuracies in relation to his pituitary adenomas (non-cancerous tumours) and he provided clinical information in support of this.
The Ombudsman was concerned about the continued inaccuracies, given that the Health Board had 2 opportunities to provide a complaint response. The Ombudsman identified that this had resulted in a loss of confidence by Mr A in the Health Board’s handling of his complaint.
Under Early Resolution, the Health Board agreed to commission a report from an English NHS Hospital Trust (who were also involved in Mr A’s care) that would address Mr A’s specific points of concern including around his adenomas.
On receipt of the commissioned report, the Health Board agreed it would share the report with Mr A and provide him with a further written apology in relation to the inaccuracies in its complaint response.