Ms P complained that Aneurin Bevan University Health Board failed to respond to a complaint she submitted in August 2024.
The Ombudsman found there was a significant delay with the Health Board concluding its investigation and that it failed to keep Ms P regularly updated on the progress. This caused additional frustration and uncertainty for Ms P. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to issue its complaint response within 30 working days. It should include an apology and financial payment of £150 in recognition of its failure to keep Ms P updated.