News

Health Board’s failures in complaints handling

Published

9 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’.

Charity

Set a New Year Challenge and explore Pembrokeshire for animals in 2025

Published

45 mins ago

December 23, 2024

Tom Sinclair

ANIMAL lovers in Pembrokeshire looking to set an exciting goal for 2025 can now sign up for the RSPCA’s fundraising challenges, including the iconic Tour of Pembrokeshire on 24 May 2025.

From scenic bike rides to adrenaline-fueled adventures, the RSPCA is encouraging participants to embrace a challenge that not only benefits their health but also helps animals in need.

Abi Mustard, Events Manager at the RSPCA, said: “If you’re looking for a unique challenge for the New Year, the Tour of Pembrokeshire offers a perfect blend of stunning coastal views, physical endurance, and the chance to make a meaningful impact on animal welfare.”

The Tour of Pembrokeshire is renowned for showcasing some of the most breathtaking routes in Wales, attracting cyclists of all abilities. Participants will navigate challenging climbs, rolling hills, and picturesque landscapes, all while raising crucial funds for the RSPCA’s work in rescuing, rehabilitating, and rehoming animals across Wales.

Abi added: “Every mile cycled and every pound raised makes a difference. You’ll not only experience the beauty of Pembrokeshire but also become part of a dedicated team working to stop animal cruelty and neglect.”

Why Join the RSPCA Tour of Pembrokeshire Challenge?

Personalised support from the RSPCA events team
RSPCA branded cycling jersey once fundraising reaches £50
Access to a dedicated events Facebook group for tips and encouragement
Cheering packs for family and friends on event day

More RSPCA Challenges Across Wales in 2025

Chepstow Half Marathon: 26 January
ABP Newport Wales Marathon: 13 April
Gower Peninsula Challenge: 19–20 July
Snowdon Triple: 18–19 August
Cardiff Half Marathon: 5 October

Whether you’re an experienced cyclist or a first-time fundraiser, the Tour of Pembrokeshire offers an unforgettable experience with a purpose.

To sign up or request a fundraising pack, visit the RSPCA website today and start your journey towards making a difference—for yourself and for animals in need.

Together, let’s make 2025 a year of action, compassion, and achievement.

News

Police close Westfield Pill Bridge over concerns for person’s welfare

Published

53 mins ago

December 23, 2024

Tom Sinclair

FEARS for a person’s safety led police to close Westfield Pill Bridge, near Neyland.

The bridge, on the A477 between Honeyborough roundabout and the Cleddau Bridge, was shut for just over an hour, with drivers advised to seek alternative routes.

The incident took place on Friday evening and was concluded when the person was located safe and well.

A Dyfed-Powys Police spokesperson said: “Dyfed-Powys Police received a call for a concern for the welfare of an individual on Westfield Pill Bridge at around 7:30pm on Friday, December 20.

“The road was closed and reopened at around 8:40pm.

“The individual was located safe and well.”

This is not the first time such an incident has led to a bridge closure.

There have been several previous similar incidents, including on Friday, October 4, 2024, the Cleddau Bridge was closed for about an hour following a call reporting a welfare concern. The closure occurred at around 4:45pm, and the bridge reopened at 5:45pm.

The person involved was taken to the hospital for treatment.

In June, a multi–agency rescue operation unfolded at Neyland Marina after a youth jumped approximately 40 metres from Westfield Bridge into the water below.

Emergency services, including crews from Mid and West Wales Fire and Rescue Service (MAWWFRS) stations in Haverfordwest, Milford Haven, Pembroke Dock, and Carmarthen, were swiftly dispatched to the scene.

According to a spokesperson for MAWWFRS, members of the public were instrumental in rescuing the youth before the arrival of the emergency crews.

Charity

NatWest Cymru encourages customers in Wales to spread Christmas cheer

Published

1 hour ago

December 23, 2024

Tom Sinclair

NATWEST has introduced a new way for its customers to support Social Bite in the fight against homelessness this festive season.

Through its mobile app based MyRewards programme, customers can now easily donate their available Rewards (over £5) to buy someone experiencing homelessness a Christmas dinner with Social Bite. NatWest has also pledged to match all donations to any of its 16 MyRewards charities, including Social Bite, up to the value of £50 until 31st December, up to a total of £150,000.

The initiative comes as part of Social Bite’s ‘Festival of Kindness’ – an annual mission that aims to provide 300,000 meals, gifts, and essential items to people who are homeless and vulnerable this Christmas.

NatWest has previously worked with the Scottish charity to open a coffee outlet for colleagues and visitors in its Royal Bank HQ in the capital Edinburgh, as well as launching a public coffee shop at its site at 440 Strand, London.

Since the launch of Festival of Kindness in 2020, Social Bite has successfully distributed 1.1 million meals, gifts, and essentials to people who are homeless during the festive period.

Jessica Shipman, Chair, NatWest Cymru Regional Board, said: “Social Bite makes a positive difference to some of the most vulnerable people in our communities. The festive season often brings into focus the hardship so many face every day.

“We know that people want to help but don’t know how. We’re excited to support Social Bite’s inspiring ‘Festival of Kindness’ initiative, giving our customers a way to gift a homeless person a warm meal.

“We encourage everyone to join in and help make the festive season a little brighter for the most vulnerable in our society.”

Josh Littlejohn MBE, Founder of Social Bite, added: “Social Bite is proud to have had the support of NatWest for a number of years, and together, we’ve made great strides to help people break the cycle of homelessness.

“For many of us, Christmas is a period where we look forward to spending time with friends, family and loved ones. However, the reality is very different for people without a place to call home over the festive season. With homelessness rising across the UK, it’s more important than ever that we do what we can to help people affected by homelessness and food poverty.

“A big thank you to all the wonderful NatWest customers who chose to donate their rewards to Social Bite. Your contribution will make a real difference to someone in need, including a hot meal with all the trimmings in loving company on Christmas Day.”

To find out more about NatWest’s MyRewards and the other charities which are being supported, please visit: https://personal.secure1.natwest.com/app/MyRewards