Dr L complained that despite raising concerns with the Health Board in September 2022, it had not issued its complaint response.
The Ombudsman found that the Health Board failed to adhere to its statutory complaint’s procedure and that there had been a significant delay in issuing a complaint response. She said this caused frustration to Dr L. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to provide Dr L with an apology for the delay, a complaint response, and an ex-gratia payment of £250 in recognition of the delays encountered. It agreed to complete these actions within 6 weeks.