Ms X complained that Hywel Dda University Health Board failed to respond to her complaint submitted to it in February 2024 in respect of her aunt’s care.
The Ombudsman concluded that the Health Board had failed to respond to Ms X’s complaint in line with its internal complaint process. The Ombudsman said this caused uncertainty, frustration, and inconvenience to Ms X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise for the delay, explain the reasons for the delay, and issue its complaint response, all within 6 weeks of the Ombudsman’s decision.