Mr B complained that Aneurin Bevan University Health Board had failed to respond to his complaint about delays in his wife’s orthopaedic treatment which he made to it in October 2023.
The Ombudsman found that, although the Health Board had provided regular updates to the complainant, it had failed to provide the complaint response more than 6 months after the complaint had been received by it. The Ombudsman said this caused frustration to Mr B and decided to settle the complaint without a formal investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise for the delay, explain the reasons for it, and to issue its complaint response within 4 weeks.