Ms A complained that she was unhappy with how Hywel Dda University Health Board responded to her complaint about how she was treated as a relative and visitor to her late mother.
The Health Board said it could not investigate the complaint without a completed permissions form from the person appointed to manage her mother’s estate.
The Ombudsman decided that the Health Board had misunderstood Ms A’s concerns to be about the care and treatment of her mother. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to acknowledge and respond to Ms A’s complaint within 30 working days.