Mr B complained that Cardiff and Vale University Health Board had failed to provide a response to his complaint.
The Ombudsman found that although the Health Board had issued a response to his complaint, it had not provided regular and meaningful updates. She said that this caused frustration and uncertainty to Mr B. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Mr B with an apology for the delay in issuing its complaint response, provide a further apology for the lack of regular and meaningful updates and offer to pay £75 to Mr B in recognition of his time and trouble in making his complaint to the Ombudsman within 4 weeks.