Mr E complained about Cwm Taf Morgannwg University Health Board’s handling of his complaint about the care provided to his mother.
The Ombudsman decided that the Health Board had failed to provide regular and meaningful updates and had not issued a complaint response to Mr E. She said that this caused frustration and uncertainty to Mr E. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Mr E, provide an explanation for this failure, to pay him redress of £150, and issue a complaint response within 3 months.