Ms L complained that Hywel Dda University Health Board had failed to respond to the complaint she made to it in March 2024.
The Ombudsman found that there was a significant delay in the Health Board issuing its complaint response to Ms L, causing her frustration. The Ombudsman decided to settle the complaint without a formal investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise and explain the reasons for the delay, issue its complaint response, and offer £150 redress payment to Ms L within 6 weeks.