Public Services Ombudsman's Report

9 October 2025

The Public Services Ombudsman for Wales has investigated a complaint and found service failure by Hywel Dda University Health Board.

A report on the results of the Ombudsman’s investigation has been sent to the Health Board. 

The complaint related to access to Learning Disability epilepsy services.

A copy of the report is available on our website and for inspection by the public, without charge, during normal office hours at Corporate Offices, Ystwyth Building, Hafan Derwen, St David’s Park, Jobswell Road, Carmarthen, SA31 3BB for a period of three weeks from Thursday, 9 October 2025.

Anyone who wishes, may take a copy of this report or extracts from it.

Sharon Daniel, Director of Nursing, Quality and Patient Experience at Hywel Dda University Health Board said:

“We acknowledge the findings of the Ombudsman’s report and we are deeply sorry for the distress and upset caused to Learning Disability epilepsy patients and their carers. This is not how we want to perform as a Health Board and will strive to do better.

“We recognise that the way that we approached the removal of the specialist Learning Disability Epilepsy service and the way in which we dealt with patients’ complaints has led to a break-down in trust in the Health Board and we must rebuild this trust with patients and carers.

“We accept the Ombudsman’s recommendations and have started working on ways we can improve. We have appointed a Learning Disability Epilepsy Nurse Specialist (LDENS) to support patients and a Learning Disability Pharmacist who works alongside our Community Team for Learning Disabilities and LDENS.

“We are also working on a Learning Disabilities Service Improvement Plan and are developing a new service model which will ensure that people with learning disabilities receive fair, equal and person-centred access to health care.”

Download a copy of the Public Services Ombudsman's Report 202401728 here (opens in new tab).

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