Mrs A complained that Aneurin Bevan University Health Board had failed to issue a complaint response to her by the date it had agreed in a previous early resolution with the Ombudsman’s office.
The Ombudsman decided there had been a further unacceptable delay in the Health Board responding to Mrs A and this had caused additional frustration to her.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Mrs A for the further delay she had experienced, pay her further redress of £100 and provide its complaint response within 4 weeks. The Ombudsman accepted these actions as an alternative to issuing a Special Report.