Ms I complained that Hywel Dda University Health Board had failed to respond to a complaint submitted in November 2022.
The Ombudsman found that the Health Board had regularly wrote to Ms I to advise her what progress was being made but failed to explain the reasons for the delay in concluding its investigation, she said this caused inconvenience and frustration for Ms I.
The Ombudsman decided to settle the complaint without an investigation and sought the Health Board’s agreement to issue its response within 4 weeks together with an apology and meaningful explanation for the delay.