Ms B complained to Aneurin Bevan University Health Board regarding the treatment her father received while in hospital.
The Ombudsman found that the Health Board had failed to provide a formal complaint response to Ms B and only responded informally. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Ms B for not addressing her concerns via the formal complaints procedure and provide an explanation as to why this happened. The Health Board also agreed to issue the formal complaints response within 5 weeks.