Mr X complained that Cwm Taf Morgannwg University Health Board failed to respond to his complaint and, instead, arranged a meeting with him without providing further details.
The Ombudsman found that the Health Board had attempted to arrange a meeting with Mr X. However, due to staff sickness and difficulties in arranging a mutually convenient time, Mr X’s complaint remained unresolved, this caused additional frustration and uncertainty for him. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 4 weeks, provide Mr X with a formal complaint response, along with a written apology and explanation for the delay in providing the complaint response.