Mrs S complained that Hywel Dda University Health Board failed to provide a response to her complaint about her late mother’s two discharges from the hospital.
The Ombudsman decided that whilst the Health Board had provided regular holding letters it had not provided a complaint response. She said that this caused frustration to Mrs S. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to provide a written apology and explanation to Mrs S for the delay. The Health Board also agreed to offer Mrs S £125 redress and issue a complaint response within 30 working days.