Ms R complained that Hywel Dda University Health Board had failed to provide her with adequate mental health care and treatment.
The Ombudsman found that Ms R had made a complaint to the Health Board in October 2023, but the Health Board had not yet responded to it. Additionally, the Health Board had failed to update Ms R during its investigation and only provided updates when chased for them by Ms R’s MP. The Ombudsman said this caused frustration to Ms R and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Ms R for the delay and failing to update her, to explain the reasons for the delay, to offer Ms R a redress payment of £50 and to issue its complaint response within 6 weeks.