Mrs L complained that despite raising concerns in December 2022 about her daughter’s treatment and care at Swansea Bay University, the Health Board had failed to provide her with a response.
The Ombudsman concluded that the Health Board had failed to act in accordance with its statutory complaints procedure and failed to keep Mrs L updated with its investigation. She said this caused Mrs L frustration. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to provide Mrs L with an apology and a complaint response within 30 working days.