Dr B complained that Aneurin Bevan University Health Board failed to issue a response to her complaint, which she submitted in April 2025, regarding the care and treatment provided to her late brother.
The Ombudsman found that the Health Board had failed to issue a complaint response. She said this caused frustration and uncertainty to Dr B and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise and provide an explanation to Dr B for the delay, issue a complaint response, and offer a redress payment of £150 in recognition of the delays she has experienced.