Hywel Dda University Health Board
Mrs M complained that Hywel Dda University Health Board failed to provide a response to her complaint, which she made to it in May 2023.
The Ombudsman found that whilst the Health Board had been providing regular and meaningful updates to Mrs M, it had failed to issue a complaint response. She said that this caused frustration to Mrs M. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Mrs M with an apology for the continued delay and to issue a complaint response within 5 weeks.