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Aneurin Bevan University Health Board (ABUHB) has promised to change its approach to erectile dysfunction clinics after an anonymous patient complained that there was a lack of transparency.

The patient, known only as Mr A, complained to the Public Services Ombudsman (Wales) that the health board failed to warn patients that the therapy clinic would be run by female clinicians.

The clinic, which includes examination and counselling, was described by Mr A as “hugely humiliating” and “embarrassing”. 

Mr A alleged that ABUHB “hid” the gender of clinicians as appointment letters did not outline their names.

The complainant added that Welsh Government guidelines stated that a patient may request to have such an examination by a person of the same gender – but it was impossible to make such a request without being forewarned.

Health Board response

While the Ombudsman intervened, it did not formally investigate and the matter was dealt with at an early stage.  

In a decision issued on January 24, the health board agreed to:

• Amend the template for Erectile Dysfunction Therapy clinic appointment letters to include the name of the clinic’s clinician and information regarding the service being female-led.
• Inform the patient that they can contact the urology department for assistance should that concern them.

The health board will aim to undertake these changes within one month.

An ABUHB spokesman said: “We are sorry that Mr A is not satisfied with the care he has received.

“We are currently working through a plan to meet the Ombudsman’s recommendations in line with the proposed timeline.”