Miss S complained that Hywel Dda University Health Board had not provided accurate medication information that included its side effects. She further complained that the Health Board communicated concerns with Social Services about her and did not respond to her in line with its statutory complaint’s procedure.
The Ombudsman found that the Health Board failed to act in accordance with its statutory complaint’s procedure and issue meaningful updates to Miss S. She said this caused Miss S frustration and uncertainty.
She decided to settle the complaint without an investigation.
As an alternative to an investigation, the Ombudsman sought and gained the Health Board’s agreement to provide Miss S with an apology and explanation for the delay and issue a complaint response within 6 weeks.