Mrs X complained that Aneurin Bevan University Health Board failed to respond to the complaint she made to it in July 2024.
The Ombudsman found that the Health Board had not responded to the complaint or kept Mrs X updated during its investigation, which caused frustration to Mrs X. The Ombudsman decided to settle the complaint without a formal investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Mrs X and explain the reasons for the delay, to issue the complaint response, and to offer Mrs X a £100 redress payment within 4 weeks.