Mrs S complained that despite raising her concerns with Swansea Bay University Health Board in May 2023, she had not received a complaint response.
The Ombudsman found that the Health Board had not acted in line with its statutory complaint’s procedure, and failed to provide meaningful updates to Mrs S. She said this caused frustration and uncertainty to Mrs S. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to provide Mrs S with an apology and explanation for the delay and issue a formal complaint response within 6 weeks.