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Health Board’s failures in complaints handling

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Apology and explanation: Only provided after the persistent efforts

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’.

 

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News

Recounts concern raised over new Senedd voting system

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Political sources warn tiny vote differences could decide final seats under Wales’ new proportional voting system, with fears of inconsistent recount decisions across the country

QUESTIONS have been raised over how recounts will be handled in Wales’ first Senedd election using the new six-member proportional voting system, amid fears that tiny vote differences could decide the final seat in some constituencies.

Under the new arrangements, Wales has been divided into larger multi-member constituencies, with six Senedd Members elected in each area using the D’Hondt system of proportional representation.

Political sources have expressed concern that the current Electoral Commission guidance may not adequately address situations where the allocation of the sixth and final seat could hinge on very small differences in party vote totals.

One political source, who asked not to be named, said the issue was not about the competence or integrity of Returning Officers, but about the lack of detailed public guidance surrounding recount decisions under the new system.

They said: “In some constituencies, the final seat may come down to a very narrow margin once the D’Hondt calculations are applied, even if no party’s overall vote total appears especially close in traditional terms.

“The concern is that there appears to be no clear guidance about how close the contest for the final seat needs to be before a recount is granted.”

The source warned that without clearer guidance there could be inconsistencies across Wales, with recounts potentially being allowed in one constituency but refused in another despite similar margins.

Electoral Commission guidance currently states that Returning Officers must be satisfied vote totals are accurate before producing a provisional result and that candidates and agents are entitled to request recounts.

However, the guidance also makes clear that Returning Officers may refuse recount requests if they consider them “unreasonable”.

The Electoral Commission said the existing rules already provide a framework for openness and transparency during the counting process, with candidates and agents allowed to inspect ballot bundles and challenge provisional results before declarations are made.

The guidance also confirms that more than one recount can take place if Returning Officers believe further recount requests are justified.

But critics argue that Wales is entering untested territory with the new electoral system, where relatively small shifts in vote totals could alter the final seat allocation after D’Hondt calculations are completed.

The Senedd election is the first to use the new system, which replaces the previous arrangement of constituency and regional members with fully proportional six-member constituencies across Wales.

This story was first reported by Nation.Cymru, you can read their report here.

 

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Charity

Chief’s Tour honours fallen officers with 75-mile Pembrokeshire ride

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Dyfed-Powys Police team raises thousands for bereaved police families charity

A TEAM of officers and staff from Dyfed-Powys Police cycled 75 miles across west Wales on Wednesday (May 6) in memory of colleagues who lost their lives in the line of duty.

The annual “Chief’s Tour of Pembs 2026” saw participants travel from Fishguard to Carmarthen while raising money for the charity Care of Police Survivors, commonly known as COPS.

The force said the event raised £2,690, with funds going towards support for the families of police officers who have died while serving their communities.

Along the route, cyclists stopped at several locations to meet relatives of fallen officers and take part in moments of reflection.

In a statement shared on social media, the force said the tour was held “in memory of all Dyfed-Powys Police officers who have lost their lives in service.”

The post added: “Those we’ve lost will always remain in our thoughts.”

COPS supports the families of officers who have died on duty by organising national and regional events, helping survivors build support networks and friendships with others who have experienced similar loss.

Dyfed-Powys Police thanked members of the public who supported the cyclists during the challenge.

“A huge thank you to our community for showing our Chief’s Tour cyclists support as they passed through Pembrokeshire,” the force said.

“Your cheers, waves and encouragement kept spirits high for those taking part.”

The 75-mile challenge took riders across parts of north and west Pembrokeshire before continuing east towards Carmarthenshire, combining physical endurance with remembrance and fundraising.

Police charities such as COPS often work quietly behind the scenes, supporting bereaved families long after national attention fades following the death of an officer.

 

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Education

Holocaust survivor’s story shared with pupils at Ysgol Greenhill

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MORE than 150 pupils at Ysgol Greenhill have heard the moving Holocaust testimony of the late Zigi Shipper BEM, who survived some of the most terrible events of the Second World War.

The special visit took place on Tuesday (May 5), when Mrs Lu Lawrence came to the school to speak about the life of her father.

Zigi Shipper survived the Lodz ghetto, Auschwitz-Birkenau, Stutthof concentration camp and a death march, among other traumatic events. When he was liberated by British forces, he was just 15 years old.

Mrs Lawrence spoke to Key Stage 3 and GCSE pupils, sharing not only her father’s testimony but also her own family’s story.

Ysgol Greenhill said more than 150 students attended the session and were “exceptionally well behaved”, asking thoughtful questions during the visit.

The school said: “In the current climate of increasing anti-Semitism, understanding the dangers of prejudice is more important than ever.”

The visit was arranged by the Holocaust Educational Trust, which works with schools to ensure young people continue to learn about the Holocaust and the dangers of hatred and discrimination.

The session gave pupils an opportunity to hear a deeply personal account of survival, loss and resilience, and to reflect on why Holocaust education remains so important today.

Photo caption:

Important lesson: Mrs Lu Lawrence visited Ysgol Greenhill to share the Holocaust testimony of her late father Zigi Shipper BEM (Pic: Ysgol Greenhill).

 

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