Ms P complained that despite making a complaint to Hywel Dda University Health Board about the care and treatment provided to her late father on 21 November 2023, it had not provided a complaint response.
The Ombudsman found that the Health Board had failed to issue a complaint response to Ms P and delayed seeking the necessary consent when her father was alive. She said that this caused frustration and uncertainty to Ms P and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Ms P with an apology for the identified failures and to issue a complaint response within 6 weeks.