Mrs X complained that despite submitting a formal complaint in January 2021 about concerns relating to 2020, the Health Board had failed to respond to her concerns.
The Ombudsman was concerned that Mrs X was yet to receive a response to her concerns and was also concerned about the length of time Mrs X had been waiting. As an alternative to an investigation, the Ombudsman contacted the Health Board. The Health Board agreed to issue Mrs X with a time and trouble payment of £250, and also provide Mrs X with a written apology and formal response by 12 September 2022. The Ombudsman accepted this as a resolution to Mrs X’s complaint.