News - Public Services Ombudsman for Wales

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15 April 2025 Head of IT Services job vacancy

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8 April 2025 “Significant shortcomings in the patient’s post-operative care, failures in the informed consent process and inadequate contract monitoring arrangements in place”

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1 April 2025 Our Quarterly Newsletter November 2024 – March 2025

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18 March 2025 Today we issue two new Public Interest reports into Welsh Ambulance Services University NHS Trust after identifying service failures and serious concerns about the robustness of the Trust’s responses to complaints

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29 January 2025 A significant service failure to urgently refer a patient with symptoms suggestive of bladder cancer

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28 January 2025 Job Vacancy: Executive Director, Corporate Resources

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24 January 2025 Inclusion and accessibility are in the spotlight as we publish a new thematic report – ‘Equality Matters’

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9 January 2025 Complaints data from Health Boards, Trusts, and Local Authorities in Wales : the first half of the 2024/25 financial year

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13 November 2024 We issue practice recommendations to all public sector and social landlords in Wales

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7 November 2024 Our Quarterly Newsletter April – October 2024

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31 October 2024 “More must be done to ensure unpaid carers are proactively identified and informed of their right to a carers’ needs assessment and the support that may be available to them” an investigation by the Public Services Ombudsman for Wales has found

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27 September 2024 Independent Review finds the Public Services Ombudsman for Wales’ decision making to be appropriate, fair and free from political bias

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26 September 2024 Our Annual Equality Report 2023/24

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12 September 2024 Cwm Taf Morgannwg Health Board Fails To Respond To Ombudsman Wales

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29 August 2024 Death of patient might have been prevented had appropriate treatment been given by Betsi Cadwaladr University Health Board

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15 August 2024 Complaints to the Public Services Ombudsman for Wales at record high

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18 July 2024 Cancer Patient Denied Potentially Curative Surgery By Betsi Cadwaladr University Health Board

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10 July 2024 Patient with learning disabilities failed by Betsi Cadwaladr University Health Board

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25 June 2024 New job – Audit & Risk Assurance Committee / Advisory Panel Independent Members

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20 May 2024 Statement – Terms of Reference: Independent Review of PSOW’s Investigation of Code of Conduct Complaints

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17 May 2024 Our Quarterly Newsletter January – March 2024

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9 May 2024 Public Services Ombudsman for Wales announces appointment of Independent Reviewer

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7 May 2024 Statement & Draft Terms of Reference from Public Services Ombudsman for Wales

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25 January 2024 Patients suffer unfair treatment due to errors in Swansea Bay University Health Board’s waiting lists

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15 April 2024 Public Statement from Ombudsman

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9 April 2024 Statement from the Public Services Ombudsman for Wales

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4 April 2024 Welsh Government fails to ensure local authorities are providing sufficient accommodation for Gypsies and Travellers

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15 February 2024 Failure to offer potentially life improving medication to patients with multiple sclerosis in care of Aneurin Bevan University Health Board

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29 January 2024 Our Quarterly Newsletter – January 2024

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8 December 2023 Today we publish data showing reduction in Complaints to Health Boards & Trusts

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Law Books And Scales Of Justice On Desk

30 November 2023 We publish our fifth Equality and Human Rights Casebook

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21 November 2023 Our new Equality Plan

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13 November 2023 Public Services Ombudsman for Wales identifies opportunities for further improvement in Homelessness Services in Wales

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2 November 2023 Patient suffers permanent sight loss due to failings by Betsi Cadwaladr University Health Board

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26 October 2023 A patient in care of Cwm Taf Morgannwg University Health Board dies after inappropriate discharge on two occasions

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29 September 2023 Our Annual Equality Report 2022/23

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Our Key Performance Indicators and Business Plan Actions for 2023/24

28 September 2023 Our Key Performance Indicators and Business Plan Actions for 2023/24

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14 September 2023 We publish today a public interest report about an investigation into the care and treatment provided to a patient by Betsi Cadwaladr University Health Board.

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4 September 2023 Today, we open the consultation on our new Equality Plan 2023-2026

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25 August 2023 Our Quarterly Newsletter – August 2023

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23 August 2023 We publish data on complaints handled by Welsh public services

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21 August 2023 Our annual letters for 2022/2023

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A year of change - a year of challenge annual report and accounts 2022/23

9 August 2023 Complaints to our office at new record level

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13 July 2023 Councillor Steve Davies of Ceredigion County Council and Aberystwyth Town Council

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12 July 2023 Former Councillor Karen Laurie-Parry of Powys County Council

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7 July 2023 Former Councillor Timothy Van-Rees of Mid & West Wales Fire Authority

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5 July 2023 Former Councillor Donald Wilfred Jenkins of St Harmon Community Council

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22 June 2023 Councillor Sean Aspey of Bridgend County Borough Council

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15 June 2023 Today we publish our report: ‘Groundhog Day 2’

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Quarterly newsletter May 2023

25 May 2023 Our Quarterly Newsletter – May 2023

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24 May 2023 We are recruiting a Finance Manager

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19 April 2023 Councillor Louise Hughes of Cyngor Gwynedd

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17 April 2023 Councillor Terry Davies of Llanelli Town Council

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13 April 2023 Dignity of a patient with bowel care needs compromised after Betsi Cadwaladr University Health Board fails to deliver appropriate medical and nursing care

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Strategic Plan 2023-2026: A new chapter

4 April 2023 Today, we publish our Strategic Plan 2023-2026: A new chapter

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24 March 2023 New guidance: our approach to complaints relating to Nosocomial COVID-19

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17 February 2023 Councillor Paul Rogers of Brymbo Community Council and Wrexham County Borough Council

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3 February 2023 We issue a Special Report after Brecon Beacons National Park Authority fails to comply with the office’s recommendations.

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20 January 2023 Death of patient in care of Cardiff and Vale University Health Board after “significant service failure”

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16 January 2023 We appoint four new members to our governance roles

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9 January 2023 We invite views on proposed investigation into the use of needs assessments and complaints processes by unpaid carers

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13 December 2022 Our response to consultation ‘The Duty of Candour’

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6 December 2022 We publish Welsh Health Board and Trusts complaints data for the first time

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30 November 2022 We publish our fourth Equality and Human Rights Casebook

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11 November 2022 Some changes to our Code of Conduct complaints process and guidance

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27 October 2022 Councillor Louise Wride of Llandovery Town Council

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27 October 2022 We are seeking to appoint Independent Member(s) to join our Audit & Risk Assurance Committee or Advisory Panel.

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24 October 2022 Consultation on our draft Strategic Plan 2023-2026: a little less than a month to go!

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20 October 2022 Today we publish a new factsheet on ambulance delays

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5 October 2022 Patient with multiple sclerosis suffers “Significant Injustice” due to Betsi Cadwaladr University Health Board’s failure to adequately monitor and oversee commissioned care

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30 September 2022 Today we are publishing our Welsh Language Standards Annual Report 2021/22

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26 September 2022 Today we are publishing our Annual Equality Report 2021/22

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22 September 2022 Open consultation: Our draft Strategic Plan 2023-2026

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20 September 2022 The State Funeral – message from Michelle

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8 September 2022 Statement by the Ombudsman

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6 September 2022 Local Authority complaints rebounding following the pandemic

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23 August 2022 Former Councillor Paul Dowson of Pembrokeshire County Council

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Annual report and accounts 2021/22

9 August 2022 Complaints to the Public Services Ombudsman for Wales at a record level

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22 July 2022 New Public Interest Report: Failings in management of support for a vulnerable adult who died whilst receiving care services commissioned by Wrexham County Borough Council

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19 July 2022 Avoidable death of a patient in care of Cwm Taf Morgannwg University Health Board

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29 June 2022 Former Councillor Caryl Vaughan of Llansantffraed Community Council

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23 June 2022 We have retained Chwarae Teg FairPlay Employer award at silver level

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17 June 2022 Former Councillor Gordon Lewis of Pencoed Town Council & Former Councillor Paul Dowson of Pembrokeshire County Council

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6 May 2022 Welcome to new Councillors!

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7 March 2022 Local Authority complaints higher than pre COVID levels

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2 February 2022 Cardiff Council to improve its “Assisted Lift” waste collection service, after the Ombudsman finds it failed vulnerable residents

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31 January 2022 Publication of ‘Principles of Good Administration’ and ‘Good Records Management Matters’

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17 January 2022 Using Encrypted Secure Email – Microsoft 365

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7 December 2021 Cardiff and Vale University Health Board agrees to a redress payment of £10,000 after patient develops complications following unnecessary colon surgery.

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19 October 2021 “Significant injustice” Caused to Mother and Son Due to Health Board’s Failure to Provide Appropriate Psychology Services: An Ombudsman Investigation

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Homelessness Reviewed: An open door to positive change

6 October 2021 Ombudsman publishes his first-ever own initiative investigation into the homelessness review process in Wales, finding evidence of “systemic maladministration” by local authorities

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21 September 2021 Open Consultation on Proposed Guidance on “Principles of Good Administration” and “Good Records Management”.

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15 September 2021 Thousands of Complaints made to Local Authorities in Wales in 3-month period

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14 September 2021 Bridgend County Borough Council ordered to pay £17,000 in compensation after new Ombudsman report finds “failings” led to “inadequate support” for vulnerable care leaver

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9 September 2021 New Ombudsman report finds that failures by Betsi Cadwaladr University Health Board led to “injustice” for eight cancer patients treated in England

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10 August 2021 New Ombudsman report finds “numerous, significant failings” by Betsi Cadwaladr University Health Board and Denbighshire County Council in the care of a 69-year-old cancer patient who later died

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13 January 2022 Ombudsman Launches ‘Our Findings’ – 2 August 2021

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26 July 2021 New Ombudsman report finds “catalogue of failings” by Cwm Taf Morgannwg University Health Board in the care of a cancer patient who later died

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15 July 2021 Ombudsman Publishes Annual Report and Accounts for 2020/21 ‘Delivering Justice’

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28 May 2021 Elected Members of Flintshire County Council Agree Ombudsman’s Recommendations

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17 May 2021 New Code of Conduct Guidance for members of local authorities in Wales

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25 March 2021 New Ombudsman report finds Flintshire County Council guilty of maladministration over unlawful planning development

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2 March 2021 Surgical Delays Leaves Elderly Woman Housebound For 8 Years

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25 February 2021 At Your Service: New Good Practice Report Published

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11 February 2021 Ombudsman Publishes Equality & Human Rights Casebook

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3 February 2021 Consultation – New draft Guidance on the Code of Conduct for members of County and Community/Town Councils

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3 February 2021 South Wales Cancer Patient Underwent Unnecessary Surgery After Misdiagnosis

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22 January 2021 Cancer Patient Dies Without Suitable Palliative Care: Ombudsman Investigation

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8 January 2021 Homelessness ‘Own Initiative’ Investigation Launched

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18 December 2020 Ombudsman Review Of The Year

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17 December 2020 Cancer Patient Left Waiting Months for Urgent Treatment

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8 December 2020 Cardiff Council ‘failed to fulfil promise’ to vulnerable person for assessment

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1 December 2020 New Complaints Authority For Wales

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20 November 2020 Ombudsman Proposal for ‘Own Initiative’ Investigation into Homelessness

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30 October 2020 Health Board’s ‘Lack of Respect and Courtesy’ for Patient’s Family

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20 October 2020 Re-introducing our telephone service

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1 October 2020 Vulnerable Woman Loses Eyesight After Unit Delays

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23 September 2020 Sheen Backs Plans for Ombudsman Homelessness Investigation

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18 September 2020 Public Awareness Of Ombudsman Service At Record High

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8 September 2020 PSOW customer satisfaction research

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13 August 2020 Race and Ethnicity at Work Charter

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13 July 2020 Annual Report 2019/20

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26 June 2020 Consultation: Public Services Ombudsman for Wales Annual Equality Report 2019/20 and actions 2020/21

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17 June 2020 Black Lives Matter – our statement

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28 April 2020 COVID-19 Update

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7 April 2020 Infected Blood Inquiry Support

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18 March 2020 COVID-19 Update

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17 March 2020 COVID-19 Update

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10 March 2020 “Frustration And Suspicion” At Lost Records: Ombudsman Report

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26 February 2020 Student Loans Company blunders led to “considerable debt and stress” for Welsh student

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19 February 2020 New Ombudsman report finds Swansea Bay University Health Board failed to recognise stroke symptoms in pensioner who later died

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6 February 2020 New Ombudsman report finds vulnerable North Wales man choked to death after “communication failings” between care bodies

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23 January 2020 New Ombudsman report finds Flintshire County Council guilty of maladministration over nuisance car wash

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21 November 2019 Ombudsman publishes human rights focused casebook

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1 November 2019 Ombudsman publishes Equality Plan for 2019 – 2022

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1 October 2019 Consultation is now closed

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1 August 2019 Consultation is now open

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1 July 2019 Aberystwyth University hosts International Ombudsman seminar

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The Ombudsman's New Powers PSOW Act 2019: Shaping the Future Pwerau Newydd yr Ombwdsmon Deddf OGCC 2019: Llunio'r Dyfodol

18 June 2019 The Ombudsman’s New Powers (PSOW Act 2019: Shaping the Future)

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22 January 2019 Pensioner Dies After Health Board Fails to Recognise Kidney Failings: Ombudsman Investigation

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30 November 2018 Mental Health Patient Subject to Attacks in Locked Rehabilitation Unit

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20 November 2018 Patient Dies After Wound Care Failures: Ombudsman Investigation

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8 November 2018 Ombudsman Warns of Compromises of Patient Safety

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25 October 2018 Diabetic Dies From Embolism After Toe Amputation

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17 October 2018 North Wales Council Mistakenly Destroys Car After Driver Hospital Stay

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5 October 2018 Vulnerable man left “blocking out the world” while waiting for medical assessments

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31 August 2018 Vulnerable Woman Left Exposed to Financial Exploitation

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17 August 2018 Record NHS Complaints made to Ombudsman

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8 August 2018 Health Board Criticised for Healthcare Claim Delays

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27 July 2018 Three Year Kidney Surgery Wait for 11-Year-Old Boy

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12 July 2018 North Wales Council Breaks Welsh Language Promise

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19 June 2018 Baby Boy Died In West Wales Hospital Following Treatment And Attendance Delays

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5 June 2018 “Catalogue of failings” in Cwm Taf Patient Death

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1 August 2017 South Wales Health Board criticised for three year delay in handling complaint

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16 August 2017 Eight Per Cent Rise In Welsh NHS Complaints, New Ombudsman Figures Reveal

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8 December 2016 Man dies in South Wales hospital after appalling lack of weekend care

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6 December 2016 Looked After Child Let Down By South Wales Council

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30 November 2016 Cwm Taf patient dies after early hospital discharge

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2 November 2016 Fundamental Failings in Betsi Cadwaladr Patient Care

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15 March 2016 Death of a patient who waited nearly a year for heart surgery ‘was avoidable!

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6 July 2016 Welsh NHS Complaints Up Four Per Cent, New Ombudsman Figures Reveal

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14 March 2016 Ombudsman launches new services for deaf community

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8 March 2016 Ombudsman Report Calls for ‘Independent Systemic Review’ Of Out Of Hours Hospital Care

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5 February 2016 Special Educational Needs Pupil “Let Down” By North Wales Council

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15 February 2016 Public Services Ombudsman for Wales and the Information Commissioner publish joint framework for public service providers

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24 November 2015 Ombudsman criticises community council for refusing to cooperate

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14 September 2016 Betsi Cadwaladr Patient Death “Potentially Avoidable”

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17 May 2016 Health Board Slammed Over Two Year Complaint Delay

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16 February 2016 Jonathan Morgan appointed to Ombudsman Panel

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22 March 2018 Assembly Agrees Ombudsman Bill General Principles

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4 February 2018 Welsh health boards ‘need cultural improvement’

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Ending Groundhog Day: Lessons from Poor Complaint Handling

23 March 2017 ‘Fear and Blame Culture’ Must Be Addressed

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14 October 2015 Terminally Ill Patient Care Inadequate

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3 October 2017 North Wales patient death following substandard care

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24 October 2017 Patient dies after hospital fails to diagnose heart problem

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9 November 2016 132 Day Wait For North Wales Cancer Patient

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