Mrs T complained that Aneurin Bevan University Health Board failed to issue a complaint response to her by the date it had agreed in a previous early resolution with the Ombudsman’s office. It also failed to meet an extended deadline to issue the response.
The Ombudsman decided there had been an unacceptable delay in the Health Board responding to Mrs T and this had caused additional frustration for her.
The Ombudsman sought and gained the Health Board’s agreement to provide Mrs T with further redress of £100 and provide its complaint response within 2 weeks. The Ombudsman accepted these actions as an alternative to issuing a Special Report.