Mrs A complained that Aneurin Bevan University Health Board failed to issue a response to her complaint, made in November 2024, regarding the care and treatment provided to her.
The Ombudsman found that the Health Board had not provided Mrs A with a complaint response and that this caused uncertainty and frustration for Mrs A. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Mrs A with an apology and explanation for the delay, offer to pay £150 in recognition of the delay and to issue a complaint response. The Health Board agreed to do this within 1 month of the Ombudsman’s decision.