Mr L complained that Aneurin Bevan University Health Board failed to respond to the complaint he submitted to it in September 2022.
The Ombudsman found that the Health Board had failed to act in accordance with its statutory complaint’s procedure, and failed to provide meaningful updates to Mr L. She said this caused frustration to Mr L. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Boards agreement to provide Mr L with an apology and explanation for the delays encountered, issue a formal complaint response, and offer a time and trouble payment of £250 to address the delays within 4 weeks.