Aneurin Bevan University Health Board
Ms S complained that Aneurin Bevan University Health Board failed to issue a further response to her complaint and had not communicated effectively during its investigation.
The Ombudsman found that there had been a delay in the Health Board issuing a further response. Furthermore, the Health Board had not responded to requests for updates and had failed to provide regular and meaningful updates. She said this caused frustration and uncertainty to Ms S. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Boards agreement to provide the necessary apologies and explanations to Ms S for the oversights, offer to pay £75 redress for the time and trouble in making her complaint to the Ombudsman and issue a further response within 2 weeks.