Mrs B complained that the Health Board failed to provide a complaint response to her in accordance with an agreement it had previously reached with the Ombudsman. Mrs B had originally made a complaint to the Health Board in July 2021. The agreement reached with the Ombudsman required the Health Board to issue the complaint response by 30 June 2022, which it did not do.
The Ombudsman therefore contacted the Health Board and it agreed to complete the following actions by 31 August 2022:
a) Issue a further apology to Mrs B for its failure to provide the complaint response as agreed.
b) Offer a £250 time and trouble payment to Mrs B in recognition of the significant delay experienced in awaiting the Health Board’s response and Mrs B’s time in making further representations to this office.
c) Issue the complaint response.
The Ombudsman accepted the above as an alternative to issuing a Special Report.