Miss L complained that Swansea Bay University Health Board had not responded to a complaint she made to it in April 2022.
The Ombudsman concluded that the Health Board had failed to comply with its statutory complaint’s procedure and had not kept Miss L updated with its investigation. She said this caused frustration for Miss L.
As an alternative to an investigation, the Ombudsman sought and gained the Health Boards agreement to apologise to Miss L for the delays, provide her with a formal response, and a time and trouble payment of £250 within 30 working days.