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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

Search efforts continue for missing teenager Luke Stephenson

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THE family of missing teenager Luke Stephenson have issued a heartfelt plea to the public to aid in the search for their son.

Luke, 19, was reported missing on April 13 after last being seen near Pembrokeshire’s Hobbs Point. Despite the multi-agency search operation being called off on April 19, efforts by police divers and helicopter searches have continued around the Cleddau sporadically.

The teenager’s disappearance triggered a huge emergency services, involving local police, the National Police Air Service, and coastguard teams.

Luke was last noted wearing a distinctive long grey coat, black trousers with a white stripe, and black trainers, also with a white stripe. The family have this week circulated a new photograph of the grey coat to assist in identification efforts.

While the formal search has been scaled back, the police remain committed to following up on any leads. “Whilst this is an extremely difficult decision to make, we are satisfied that we have done absolutely everything we possibly can to try and locate Luke,” a police spokesperson stated. Periodic searches have since been conducted around the area he was last seen, based on ongoing reports and sightings.

Luke’s family continues to hold on to hope, describing him as jovial, kind, and humorous—”a typical 19-year-old lad.” Beth Parker, a family friend, has been particularly active in rallying support from the community. “Calling all dog walkers, fishermen, and anyone able to help,” she posted on social media, encouraging those who frequent the coast to remain vigilant and report any potential clues.

The family has also requested the public to check personal CCTV and doorbell footage, especially from the night of Luke’s disappearance. This initiative aims to gather more information about his movements or possible whereabouts after he was last seen.

Several reported sightings, including a potential sighting of a person in the water near Valero and subsequent alerts, have unfortunately not led to any substantial findings.

Authorities urge anyone with information, no matter how minor it may seem, to come forward. Contact can be made via the Dyfed-Powys Police’s dedicated online portal, email, or phone line. There is also a provision for those who are deaf, hard of hearing, or speech impaired to text the non-emergency number.

The police said to The Pembrokeshire Herald on Tuesday (Apr 30): “While the multi-agency search for Luke was concluded on the April 19, periodic searches of the area around Hobbs Point and the river have been completed by the National Police Air Service and the force Dog section over the last week. Further enquires or searches will be led by any information received.

Anyone who has any information is asked to contact police , either online at https://bit.ly/DPP101Online, by emailing [email protected], or by calling 101. If you are deaf, hard of hearing or speech impaired text the non-emergency number on 07811 311 908.”

As the search enters another week without resolution, the community and authorities alike hold onto hope, spurred by the family’s resilience and the continued efforts of search teams.

The focus remains finding Luke, a much-loved young man whose absence has left a void in the community.

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Family allowed to stay living at ‘Love Shack’ near Narberth

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A FAMILY can stay in their Pembrokeshire ‘Love Shack’ built without permission after being given the go-ahead by county planners.

Estelle Burton and family had applied for a certificate of lawfulness for her daughter, son-in-law and their three children to stay at The Love Shack, Middle Redford Farm, Princess Gate, near Narberth; the family having lived on site for many years.

An application for a certificate of lawfulness allows applicant to stay at a development if they can provide proof of occupancy over a prolonged period, normally in excess of four years.

A supporting statement by agent Hayston Developments & Planning Ltd says: “The land in the client ownership totals circa 20 acres and includes a farmhouse to the north (where Mr and Mrs Burton live), several farm sheds, outbuildings and the [application], which is lived independently by Mr and Mrs Dean and Kimberley Bethel and their three children. The farmhouse only has four bedrooms and as such there is no room for any other family members.”

It adds: “The purpose of this application is to establish the fact that an adapted four-bedroom dwelling structure which is fixed to the ground has been the permanent home of Mr and Mrs Bethel for a period in excess of four years prior the date of this submission. If that is the case, the dwelling would remain immune from enforcement action.”

The statement provides witness statements and letters setting out a timeline of occupancy “and the various incremental works which had been made to the lodge to effectively create a fixed structure and permanent dwelling on the site”.

“The overall aim of the works were to make it more structurally stable, particularly during poor and windy weather, and to provide a warmer internal living environment with the existing log burner plus the addition of full cladding. And furthermore, the addition of more internal space through the installation of the two extensions.”

It lists a timeline of works going back as far as 2006 with a wooden chalet, with the later static mobile home, known as the ‘Love Shack’ on site in 2018, being used for day-to-day living, followed by works including satellite TV and phone connection, a second chalet adjoining, and two extensions.

An officer report recommended the certificate of lawfulness be granted on the basis it had “been on the site and occupied as an independent dwellinghouse for a period of time in excess of four years or more preceding the date of the application for this certificate”.

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Community

Community pub hopes for closed Pembrokeshire inn dashed

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HOPES a closed south Pembrokeshire inn could become the latest community pub in the county have been dashed after a lack of funds were raised; the owner now planning to turn it into two homes.

Earlier this year, The Parsonage Inn, St Florence closed its doors to the public, and a public meeting – at the behest of St Florence Community Council – was held in early February with hopes it could be run as a community venture.

Western Telegraph: The Parsonage Inn, St Florence. Picture: Google Street View.
In the last 20 years has seen eight tenants, with the closure coming about “due to the prolonged and sustained pressures faced to both the economy though the cost-of-living crisis with less trade, along with increases in utility, food and alcohol bills, as well as increases in business rates, minimum wage increases and further legislation on waste disposal”.

Local county councillor Rhys Jordan, who supported the meeting, said there was a strong desire to see The Parsonage Inn reopen its doors, but there was a need to temper enthusiasm with realism.

Western Telegraph: The packed meeting to discuss The Parsonage Inn, St Florence.
However, hopes the Parsonage would become a community pub have come to no avail, as just three per cent of the funds needed were raised.

Owner Daniel Scriven is now hoping, in a recently submitted application, to turn the pub into two homes.

Referring to the hopes The Parsonage could become a community pub, an application before Pembrokeshire planners says: “Following its closure in January 2024 a community meeting was held on February 5 in the village hall to discuss its future, during the meeting the challenges facing the hospitality industry were discussed and the community reviewed raising funds to take the Parsonage Inn into community ownership.

“Regrettably we understand following the meeting it has become evident that only three per cent fundraising of the asking price has been raised and no offer or approach to the applicant/owner has been made by the community to the owner to put forward a viable proposal, it would therefore appear unviable.

“Following its closure in January 2024, in March 2024 the final tenant along with some members of the community have opened a small community social club in the village hall during evenings on a more ad-hoc basis which would appear more reflective in scale and usage to the community it serves, alongside The [nearby] Sun Inn.”

The application will be decided by county planners at a later date.

Community pubs have become something of a Pembrokeshire story, with the Tafarn Sinc, Rosebush becoming community-owned after a huge fund-raising effort that attracted worldwide interest – including support from Hollywood star Rhys Ifans.

Other community pubs include The Cross Inn, Hayscastle, and the Tafarn Crymych Arms, Crymych, where volunteers raised more than £200,000 to buy the pub.

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