Mrs X complained that she was unhappy with the Health Board’s first response in 2020 and had further concerns to be discussed. Despite several emails and telephone calls, Mrs X had not received a response to her further concerns despite the Health Board promising to do so.
The Ombudsman was concerned that Mrs X had yet to receive a response to her additional concerns and contacted the Health Board. As an alternative to an investigation, the Health Board agreed to provide Mrs X with a response by 9 May 2022. The Health Board also agreed to award anex-gratia payment of £100 to Mrs X for the length of time she has waited for a response. The Ombudsman accepted this as a resolution to Mrs X’s complaint.