News

Health Board’s failures in complaints handling

Published

10 years ago

June 7, 2016

Apology and explanation: Only provided after the persistent efforts

HYWEL DDA UHB has been the subject of a stinging rebuke by the Public Services Ombudsman (PSO) in relation to abject failures in its complaints handing system.

In June 2014, a concerned parent had complained to the Board concerning her son’s ophthalmic care.

The Board did not respond to the complaint.

The frustrated mum complained to the Ombudsman in January this year, asking him to investigate the Health Board’s handling of her complaint and get a response.

HEALTH BOARD DID NOT COMPLY

The Ombudsman resolved the complaint as the Board agreed to undertake a number of actions, which included an apology, financial redress, and confirmation of when a written response would be sent to the parent.

These actions were to be completed by March 15.

Two months later and almost two years since the mum’s complaint was received, the Health Board had not complied with the promises it made to the Ombudsman.

The Ombudsman makes it clear in his report that he is not impressed with the Board’s lackadaisical approach.

STRONG WORDS FOR BOARD

The report issued found: ‘The apology and explanation was only provided after the persistent efforts of my officer in chasing up the letter (after the March 15 deadline).

The Ombudsman goes on to state that his officer was told conflicting information by Health Board staff when pursuing the matter and observed: ‘When it finally arrived, on March 29, two weeks beyond the agreed date, the letter bore the date of March 15. At best this was another example of tardy delay between composing a letter and actually sending it, for no obvious good reason. At worst, it was an attempt to imply, and influence me to conclude, that the Health Board had fully complied within the agreed deadline’.

Moreover, the Board had failed to provide any response to the parent’s complaint and, at the time the Ombudsman issued their report this week, had still failed to respond to her complaint.

OMBUDSMAN’S ‘SERIOUS CONCERNS’

The Ombudsman concluded: ‘The events giving rise to me issuing this report cause me serious concerns about the Health Board’s management of its complaints handling function and also, in light of the above evidence, its candour and governance. It explicitly agreed to undertake actions, as a result of which I did not conduct an investigation into its complaints handling, as I might have and could have done. It then misinformed my CO about the sending of the letter and has further misinformed both the complainant and me about when it would issue the awaited complaint response.

‘Despite my sending the Chief Executive a draft copy of this report, it is disappointing to note that I received no formal acknowledgement of it nor have I received (at the time of my arranging the final text of this report) any formal indication from him that he will implement [the further recommendations made]’.

BOARD BOSS’ APOLOGY

Hywel Dda UHB Chief Executive Steve Moore issued a statement responding to the Ombudsman’s criticisms.

‘On behalf of the health board, I would like to apologise unreservedly for the way in which we handled a complaint about the care received by one of our patients, following a report by the Public Services Ombudsman for Wales.

‘It is indefensible and should never have happened. I would like to confirm that all actions required by the Ombudsman have been under-taken, although I accept he did not receive my confirmation of this prior to writing his report, and for that I also apologise.

‘We acknowledged last year that our ability to respond in a timely way to all concerns was not fit for purpose, as we had acquired a significant backlog. This is not an excuse but an explanation of where we were.

Since then, we have invested the time and money to address this and made significant improvements to our ability to manage concerns appropriately and in a timely way. We are also strengthening the integration of formal correspondence in the health board to prevent something like this from happening again.

‘We want to ask our population to trust in us that we have made significant improvements and not to be discouraged from logging a concern as it is important to us to redress people who have not received the care they should expect and so we can learn and share valuable lessons to inform continual improvement to our services’.

Crime

Emergency bags rolled out to support domestic abuse victims across Dyfed-Powys

Published

4 hours ago

December 19, 2025

Tom Sinclair

Thirty packs provide immediate help for families fleeing dangerous situations

A NEW initiative aimed at supporting victims of domestic abuse has seen thirty emergency bags distributed for use across the Dyfed-Powys Police area.

The bags, which contain essential items including toiletries, non-perishable snacks and emergency supplies, are designed to offer immediate practical support to individuals and families forced to flee abusive situations, often with little or nothing.

The scheme forms part of the Police and Crime Commissioner’s wider commitment to improving outcomes for victims and is being delivered in partnership with Dyfed-Powys Police and Dal i Godi, the commissioned Independent Domestic Violence Adviser (IDVA) service.

Dal i Godi provides specialist support to victims at high risk of serious harm, including safety planning and advocacy through the criminal justice process.

Police and Crime Commissioner Dafydd Llywelyn said the initiative was already proving its value.

“This is an incredible initiative that I’m proud to support,” he said. “It provides meaningful help to those experiencing trauma and reflects our ongoing work to put victims first.

“Within just a few days of the bags being distributed to the Dal i Godi service, one was given to a victim fleeing a domestic abuse situation, along with a children’s pack to support their young family. That shows just how essential this support can be and how quickly it can make a difference.”

Detective Chief Inspector Llyr Williams, from the Dyfed-Powys Police Vulnerability Hub, said the emergency bags could provide a vital lifeline at critical moments.

“These emergency bags offer support at some of the most difficult moments in a person’s life,” he said.

“The contents provide immediate comfort, dignity and practical help for those leaving their homes in crisis. While simple, they represent an important first step towards safety and recovery.

“We are proud to be working with partners across the Dyfed-Powys area to ensure this support reaches people when they need it most.”

Anyone experiencing domestic abuse, or concerned about someone else, is encouraged to seek help. In an emergency, call 999.

Domestic abuse can also be reported online via Dyfed-Powys Police.

Support services available include Victim Support Dyfed-Powys, which offers free and confidential help to anyone affected by crime, whether or not it has been reported, and Dal i Godi, which provides specialist IDVA support for high-risk victims.

The Live Fear Free Helpline offers 24-hour support for those experiencing domestic abuse or sexual violence across Wales.

If you or someone you know is a victim of domestic abuse, please consider reporting it. If you are in danger or need support right away, please call 999.

You can report domestic abuse through the online crime reporting service here: Report domestic abuse | Dyfed-Powys Police.

Support is also available via the below support services:

Victim Support Dyfed-Powys

Free, independent support for anyone affected by crime in the Dyfed-Powys area, whether or not it has been reported to the police.

0300 123 2996

Victim Support Dyfed-Powys

Dal i Godi (IDVA Service)

Specialist support for victims of domestic abuse at high risk, offering safety planning, emotional support, and advocacy with agencies such as police and courts.

01267 221194

Dal i Godi

Live Fear Free Helpline

24/7 support for anyone experiencing domestic abuse or sexual violence.

0808 80 10 800 | Text 07860 077333

[email protected]

News

Welsh-language school praised for ‘happy, proud and friendly community’

Published

5 hours ago

December 19, 2025

Tom Sinclair

Estyn highlights strong leadership, positive attitudes and a clear curriculum vision at Ysgol Bro Preseli

A WELSH-medium all-age school in Crymych has been praised by inspectors for fostering a “happy, proud and friendly community,” according to a recent Estyn report.

Inspectors said pupils at Ysgol Bro Preseli show pride in their local area, thrive both academically and socially, and are well prepared for the next stages of their learning.

The school currently has 932 pupils on roll, including 118 in the sixth form, and has operated as an all-age school since 2022.

Estyn found that most pupils demonstrate extremely positive attitudes to learning, treat staff with respect, and listen carefully to the contributions of their peers.

The report also notes that, in almost all cases, teachers show strong subject knowledge. Inspectors highlighted the close and supportive relationships staff build with pupils, alongside the creation of a safe learning environment where pupils are not afraid to make mistakes.

It states: “As a result of a clear strategic direction and detailed planning, teachers provide beneficial practical activities that allow pupils to develop purposeful oracy, reading and writing skills in language sessions and across the other areas of learning and experience.”

Inspectors also praised the school’s clear curriculum vision, rooted in its motto Gwreiddiau a Gorwelion (Roots and Horizons).

“Leaders and teachers provide a coherent curriculum and learning experiences that bridge the primary and secondary sectors effectively,” the report said. “Staff plan stimulating activities and experiences for pupils to learn and deepen their understanding within the areas of learning and experience. This contributes positively to the sense of belonging that permeates the whole curriculum of Ysgol Bro Preseli.”

Headteacher Rhonwen Morris said the report was a reflection of the collective effort across the school community.

“As a successful all-age Welsh-medium school, we are delighted that the report recognises our commitment to excellence and the unique identity that makes Ysgol Bro Preseli so special,” she said.

“Since becoming an all-age school in 2022, our cohesive leadership team and governing body have focused on building a strong foundation based on our values of Welsh ethos, kindness, community and responsibility.

“The report highlights the excellent strategic work of staff at all levels, which is a testament to the shared dedication and vision that drives our school forward.

“It is gratifying that the report reflects what we continuously aim to achieve day in and day out. This achievement belongs to our entire community — staff, pupils, parents and governors — and together we will continue to build on this success and provide the very best education for every pupil.”

Charity

Welsh opticians raise £1,600 for people experiencing homelessness

Published

5 hours ago

December 19, 2025

Tom Sinclair

SPECSAVERS Pembroke Dock has helped raise £1,600 to support people experiencing homelessness this winter, with all funds going to The Wallich’s winter appeal.

Thirteen stores from North, South and West Wales donated £1 for every customer feedback form completed during November to help The Wallich, Wales’ largest homelessness and rough sleeping charity, continue its vital work.

Supporting more than 8,000 people experiencing or at risk of homelessness across the nation each year, The Wallich runs around 100 diverse projects across 20 local authorities to provide hope, support and solutions to end homelessness.

Funds raised by Specsavers will go directly to the Wallich’s Flexible Assistance Fund, which provides small but vital emergency grants. The grants support people at crucial turning points, helping cover essential costs such as phone credit, rent or food shops.

This initiative is a continuation of Specsavers’ wider homelessness programme, which sees over a hundred Specsavers stores and Home Visits services hold out-of-hours or pop-up clinics and invite people affected by forms of homelessness to use their services for free.

Specsavers’ North Wales regional relationship manager, Martin Lawrence, who helped organise the fundraiser, says: ‘We’re really proud to be supporting The Wallich’s winter appeal at a time when support is needed most.

‘Homelessness affects people in every community and as locally owned and run businesses, Specsavers stores are committed to raising awareness of the issue and supporting people through their toughest moments.

‘We’re excited to build on the success of this fundraiser and strengthen our partnership with The Wallich in the new year.’

Louisa Turner, head of fundraising at The Wallich, adds: ‘Winter can be an incredibly difficult time for people experiencing homelessness and this support from Specsavers will make a real difference.

‘The funds raised will help provide emergency grants at critical moments – whether that’s putting food on the table, helping someone stay connected with their loved ones or preventing someone from losing a safe place to live.

‘This kind of support creates vital turning points and helps people move towards a safer, more secure future.’

Specsavers works year-round with homelessness charities including Crisis, Vision Care and The Big Issue, to improve access to healthcare and advocate for policy change – ensuring people experiencing homelessness can receive free eye tests, glasses and hearing checks.