Mrs A complained that Hywel Dda University Health Board had failed to provide a response to her complaint about her late brother, and had not kept her updated during its investigation.
The Ombudsman found that Hywel Dda University Health Board had failed to provide regular and meaningful updates to Mrs A and had not issued its complaint response. She said this caused uncertainty and frustration to Mrs A. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 30 working days, provide an apology and explanation to Mrs A for the delay and lack of updates and to issue its complaint response.