Ms B complained that Swansea Bay University Health Board has not issued a response to her complaint, about the care and treatment provided to her late father, which she made to it in October 2025.
The Ombudsman found that whilst the Health Board had not issued its complaint response, it had held meetings with Ms B and kept her updated with the progress of the investigation. Furthermore, since the initial complaint to the Health Board, Ms B had added new elements to the complaint which had contributed to the delay. However, it was clear that this has been a protracted process which would have caused frustration and uncertainty to Ms B. 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 based on the elements of complaint it has received to date and offer to pay Ms B £150 in recognition of her time and trouble in making a complaint to the Ombudsman within 8 weeks.