Mr S complained that Aneurin Bevan University Health Board failed to issue a response to his complaint, which he made to it in September 2024, regarding excessive wait times for an appointment for his chronic knee pain.
The Ombudsman found that the Health Board had failed to issue a complaint response and failed to provide any updates to Mr S. She said this caused frustration and uncertainty to Mr S and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to issue its complaint response, apologise and explain the reasons for the delay and offer £100 financial redress in recognition of the delays.