Mr L complained that despite making a complaint to Aneurin Bevan University Health Board in September 2022, he had not received a response.
The Ombudsman concluded that the Health Board had failed to comply with its statutory complaint’s procedure, and that this caused Mr L unnecessary delays and frustration.
As an alternative to an investigation, the Ombudsman sought the Health Board’s agreement that it would provide Mr L with an apology and explanation for the delays within 30 working days, and issue a formal response within 3 months.