Ms L complained that Cardiff and Vale University Health Board failed to provide her with the help and support she required. She further complained that despite raising a complaint in January 2023, she had not yet received a response.
The Ombudsman concluded that the Health Board failed to keep Ms L updated with its investigation, and further failed to respond in a timely manner. She said this caused frustration to Ms L. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to provide Ms L with an apology for the delays and issue a formal response within 6 weeks.