Ms A said that Aneurin Bevan University Health Board failed to provide a response to her complaint, which she made to it in January 2024.
The Ombudsman found that the Health Board had not provided regular and meaningful updates and had not issued a complaint response. She said that this caused frustration and uncertainty to Ms A. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Ms A with an apology for the identified failures, offer £150 redress in recognition of Ms A’s time and trouble in making her complaint to the Ombudsman and to issue a complaint response within 6 weeks.