Ms X complained that Swansea Bay University Health Board had failed to respond to her complaints, the first submitted in July 2023 and the second submitted in January 2024.
The Ombudsman concluded that the Health Board had responded to the first complaint but found that a response had not been issued in respect of the second complaint and whilst the Health Board had provided updates, they had not been regular. The Ombudsman said this caused frustration to Ms X. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Ms X for the delay and lack of updates, to pay Ms X £50 redress for the identified failures and to issue a complaint response within 3 weeks.