Ms L complained that despite raising concerns with Hywel Dda University Health Board about her grandson, she had not yet received a response.
The Ombudsman concluded that the Health Board failed to act in accordance with its statutory complaints procedure, and further failed to keep Ms L updated during its investigation. She said that this caused frustration to Ms L.
As an alternative to an investigation, The Ombudsman sought and gained the Health Board’s agreement to apologise to Ms L for the delay and issue her with a response within 4 weeks.