Mrs A complained to Powys Teaching Health Board regarding the impact a policy change had on her.
The Ombudsman found that the Health Board had not directly responded to Mrs A and did not address every issue she had raised. The Ombudsman considered that this caused Mrs A frustration due to unanswered questions and decided to settle the complaint without an investigation.
The Ombudsman gained the Health Board’s agreement to respond to Mrs A’s complaint, commenting on each of the issues she raised, within 4 weeks.