Ms A complained about delays by Swansea Bay University Health Board following her mother’s endoscopy and that the response provided to her complaint did not address all her concerns.
The Ombudsman found that although the Health Board had conducted an investigation into the complaint, when Ms A contacted it about her outstanding concerns, it did not respond to the points raised. The Ombudsman decided to settle the complaint without investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Ms A for not addressing her outstanding concerns and to provide a further written complaint response. The Health Board agreed to do this within 6weeks of the Ombudsman’s decision