Mr L complained that despite raising concerns with Swansea Bay University Health Board in May 2022 about his father’s treatment, he had not yet received a response.
The Ombudsman found that the Health Board failed to act in accordance with its statutory complaint’s procedure, and said this caused frustration to Mr L.
As an alternative to an investigation, the Ombudsman sought and gained the Health Board’s agreement to provide Mr L with an apology, a full response, and a time and trouble payment of £250 within 30 working days.