Mrs A complained that the Health Board had failed to respond to her complaint and of its lack of communication.
The Ombudsman found that the Health Board failed to investigate the complaint within the relevant timescale and it failed to keep Mrs A updated. She said this caused uncertainty and frustration for Mrs A. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 3 weeks, offer an apology and explanation for the delay and lack of communication, issues its complaint response and offer a £100 redress payment.