Ms A complained that in September 2025 Aneurin Bevan University Health Board (“the Health Board”) identified that it may have breached its duty of care towards her in 2024, and that it needed to consider her case further via the Redress process. She said that despite requests from her Advocate, the Health Board failed to update her, or confirm when she would receive its final response.
The Ombudsman decided that the Health Board had not updated Ms A on the progression of her case or informed her of when she could expect a final response. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 2 weeks, offer Ms A an apology, explanation for the delays and lack of updates, and £250 redress, and provide the final response to the Redress process.