Miss X complained that Cwm Taf Morgannwg University Health Board failed to respond to the complaint she submitted in September 2024 regarding her late father’s treatment in hospital.
The Ombudsman found that there was a communication failure and, as a result of this, Miss X had not received a formal complaint response. The Ombudsman said this caused uncertainty and frustration for Miss X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 2 weeks, offer an apology to Miss X for the communication failure and explain why it happened, in addition to forwarding Miss X a complaint and consent form. The Health Board also agreed to issue the complaint response within 6 weeks of receiving the complaint and consent form from the complainant.