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

Man charged with attempted murder after Carmarthen park incident

Published

10 hours ago

February 4, 2026

Tom Sinclair

57-year-old due in court following alleged knife and stalking offences

A MAN has been charged with attempted murder following a serious incident in Carmarthen town centre last week.

Dyfed-Powys Police confirmed that James McKenna, aged 57, from Carmarthen, has been charged with attempted murder, possession of a bladed article in a public place, and stalking.

The charges relate to an incident in Carmarthen Park on Thursday (Jan 29), which prompted a significant emergency services response and caused concern among residents.

Police have not yet released full details of the circumstances, but officers were seen in and around the park area for several hours following the incident while enquiries were carried out.

McKenna is due to appear before Llanelli Magistrates Court on Thursday (Feb 5).

The Herald understands the case involves allegations of both violence and targeted behaviour towards an individual, with stalking listed among the charges.

Public concern

Carmarthen Park is a popular and busy public space used daily by families, dog walkers and joggers, and incidents of this severity are rare.

The news has prompted concern locally, particularly as the alleged offences include possession of a knife in a public place.

Residents have previously raised questions about safety in parks and open spaces across west Wales, especially during darker winter evenings.

Court proceedings

At this stage, the charges remain allegations and the case will now proceed through the courts.

Magistrates will decide whether the case is sent to Crown Court due to the seriousness of the attempted murder charge.

Further details are expected to emerge during Thursday’s hearing.

The Herald will be attending court and will provide updates as they become available.

Crime

Sex offender jailed after living off grid in Pembrokeshire and refusing to register

Published

11 hours ago

February 4, 2026

Court Reporter

Man walked into police station after months avoiding authorities

A CONVICTED sex offender who told police he intended to live “off grid” rather than comply with legal monitoring rules has been jailed after handing himself in at a Pembrokeshire police station.

Christopher Spelman, aged 66, of no fixed address, appeared for sentence at Swansea Crown Court after admitting breaching the notification requirements of the sex offenders register.

The court heard Spelman was released from prison in Dorset on July 4 last year but immediately refused to provide police with an address, despite being legally required to do so within three days.

Instead, he indicated he planned to buy a tent and live outdoors.

Prosecutor Brian Simpson said officers subsequently launched a nationwide search when Spelman failed to make contact with police. Public appeals were issued and his case featured on the television programme Crimewatch.

Detectives believed he had been travelling around the UK using public transport and staying at campsites. He was known to have links to several areas including Merseyside, Manchester, Devon, Cornwall and Hampshire.

His whereabouts remained unknown until January 3 this year, when he walked into Haverfordwest police station and was arrested. It is unclear how long he had been in Pembrokeshire.

Spelman previously served seven years in prison after being convicted in 2014 of 12 counts of sexually assaulting a girl under the age of 14. He was placed on the sex offenders register for life.

The court heard this was not the first time he had failed to comply with the rules. After an earlier release in 2016, he again failed to register his address and avoided police for around five years before being caught.

He has 11 previous convictions for 29 offences.

Defence barrister Andrew Evans described the case as unusual and said his client had long disputed his original conviction and had expressed a wish to live “outside society”.

However, he said Spelman had gradually accepted that he remained subject to court orders and now wanted more stable accommodation and a chance to rebuild his life. The defendant asked the court to impose a custodial sentence so arrangements could be made for his future release.

Judge Geraint Walters noted there were signs Spelman wished to change but warned that any further breaches would result in longer prison terms.

With credit for his guilty plea, Spelman was sentenced to 10 months in prison. He will serve up to half in custody before being released on licence.

Crime

Former Wales rugby star admits Christmas Day drink-driving offence

Published

17 hours ago

February 4, 2026

Sarah-Jane Absalom

Ex-Ospreys captain was almost twice over limit in Pembroke town centre

Former Wales back row Jonathan Thomas has admitted driving through Pembroke town centre on Christmas Day when he was almost twice over the drink-drive limit.

This week Haverfordwest magistrates heard that Thomas, 43, was stopped by officers as he drove his Mercedes CLA 220 along The Green, Pembroke, at around 5pm on Christmas Day.

“The officers were very concerned at the manner of his driving, as the car was being driven erratically and was swerving to the other side of the road,” said Crown Prosecutor Sian Vaughan.

“When Jonathan Thomas got out of the car, the officers could see that he was having difficulty standing and was unsteady on his feet.”

Subsequent breathalyser tests showed Thomas had 62 mcg of alcohol in his system, the legal limit being 35.

Thomas, who has no previous convictions, pleaded guilty to the drink-drive charge and was represented in court by solicitor Jess Hill.

“He has family in the area and had travelled to spend time with them on Christmas Day,” she told the magistrates. “He’s very remorseful for his actions and hugely regrets his decision that day.”

Jess Hill concluded by saying that Thomas is currently “between jobs and living off his savings”.

Thomas, who gave his address as Main Road, Bredon, was disqualified from driving for a total of 18 months.

“The length of your disqualification reflects the fact that you were more than a little bit over the limit,” commented the presiding magistrates when imposing sentence.

He was fined £120 and ordered to pay £85 costs and a £48 court surcharge.

The former Wales back row left his role as Swansea RFC head coach at the beginning of December 2025 as a result of ongoing health concerns. He was forced to retire from playing in 2015 on medical advice after being diagnosed with epilepsy and is one of the 390 former rugby union players currently taking part in a concussion lawsuit against the sport’s authorities.

“Long-standing issues linked to the head trauma have caused me some concern recently and it has been impossible for me to give the role everything it needs,” he said in a previous interview with the BBC.

His rugby career started out with Pembroke RFC juniors before moving to Swansea RFC, which he captained when he was 19. He then joined the Ospreys where, over a ten-year period, he won four league titles and an Anglo-Welsh Cup. He was the youngest player to captain the Ospreys and, at the time of leaving, was the joint highest appearance holder, together with Andrew Bishop, on 188 appearances.

His international career saw him play for Wales at Under-16, Youth, Under-19, Under-21 and Sevens levels. He made his senior international debut against Australia in 2003, featured at the 2007 Rugby World Cup and was part of two Six Nations Grand Slam-winning sides in 2005 and 2008. Between 2004 and 2011, Thomas was included in every Wales Six Nations squad. In his appearances for Wales, he scored seven tries.