Report Date


Case Against

Cwm Taf Morgannwg University Health Board



Case Reference Number



Early resolution

Ms A complained about the Health Board’s application of its violence and aggressive Marker against her and the effect it had on her accessing services.

The Ombudsman did not feel that it was proportionate to investigate Ms A’s complaint in the absence of corroborating evidence.

The Ombudsman found that an administrative shortcoming, which the Health Board said was caused by the COVID-19 pandemic, meant it had not informed Ms A of the outcome of a Marker review which had decided the Marker should continue to be applied.

The Health Board agreed, within 1 month, to provide a written apology to Ms A for not informing her sooner about the outcome of the 2020 Marker review as well as the subsequent delay in providing an explanation for the delayed (Marker review) response.

The Ombudsman’s view was that the above action was reasonable to settle Ms A’s complaint.