Ms K said that Swansea Bay University Health Board failed to provide a response to her complaint, about the treatment provided to her late mother, which she made to it in December 2023.
The Ombudsman found that the Health Board had not provided regular and meaningful updates to Ms K and had not issued a complaint response. She said that this caused frustration and uncertainty to Ms K. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Ms K with an apology for the identified failures and to offer Ms K £150 redress in recognition of her time and trouble in making a complaint to the Ombudsman within 2 weeks. It was further agreed that a complaint response would be issued within 6 weeks.