Mrs L complained that despite raising concerns about her mother’s care at the Aneurin Bevan University Health Board, she had not been kept updated, or received a response.
The Ombudsman was concerned that Mrs L had not received a response and contacted the Health Board. The Ombudsman concluded that the Health Board failed to comply with its statutory complaints procedure and said that this caused Mrs L frustration.
As an alternative to an investigation, the Ombudsman sought and gained the Health Boards agreement to provide Mrs L with an apology for the delay, and an update on the case within 30 working days. It also agreed that it would issue Mrs L with a formal response within 4 months.