Ms X complained that Swansea Bay University Health Board had failed to respond to her complaint regarding the care and treatment of her late mother, submitted to it in September 2022.
The Ombudsman decided that there had been a substantial delay in the complaint response, which 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 issue its complaint response, an apology for the delay and inconvenience caused, and a redress payment of £100 (within 3 weeks) in recognition of the delays and need to approach the Ombudsman.