Mr A complained that Hywel Dda University Health Board had failed to issue a complaint response to him by the date it had agreed in a previous early resolution with the Ombudsman’s office. It had also failed to meet an extended deadline to issue the response to Mr A.
The Ombudsman decided there had been a further unacceptable delay in the Health Board responding to Mr A and this had caused additional frustration to him.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Mr A for the further delay he had experienced, pay him further redress of £100 and provide its complaint response within 2 weeks. The Ombudsman accepted these actions as an alternative to issuing a Special Report.