Ms K complained that Aneurin Bevan University Health Board failed to provide a complaint response to her complaint, which she made to it in December 2023.
The Ombudsman found that whilst the Health Board had facilitated a face to face meeting and provided updates, it had failed to issue a complaint response. The Ombudsman said that this caused frustration to Ms K and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Ms K with an apology and explanation for the delay and to issue its complaint response within 2 weeks.