The Ombudsman found that, following its initial complaint response, the Health Board held a meeting with Mrs A in December 2021 and had agreed to further investigate her concerns. The Health Board made a telephone call to Mrs A the day following the meeting, but had since failed to update or correspond with her.
The Health Board therefore agreed to complete the following actions within 4 weeks of the Ombudsman’s decision: a) Apologise for failing to update Mrs A since the December 2021 meeting.
b) Provide the further complaint response to Mrs A.
c) Make a payment of £125 to Mrs A for the time and trouble in making her complaint and in recognition of the communication failings.