Ms S complained that Aneurin Bevan University Health Board failed to provide appropriate care to her late mother. She further complained that although the Health Board had advised further investigations were being conducted into her mother’s care, she had not yet received a response.
The Ombudsman found that the Health Board had agreed to further investigate Ms S’ concerns, but it had not kept her updated with its investigation, or provided her with a timescale. The Ombudsman said this caused further frustration and grief to Ms S.
As an alternative to an investigation, the Ombudsman sought and gained the Health Board’s agreement to provide Ms S with an apology for the delays encountered, issue any outstanding responses, and issue a time and trouble payment of £250 within 6 months.