Ms X complained that Aneurin Bevan University Health Board had failed to respond to the complaint made to it in July 2023.
The Ombudsman found that the Health Board had directly updated the complainant during the investigation but had not issued its complaint response. The Ombudsman said this caused frustration for Ms X and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Ms X for the delay, explain the reasons for the delay, and to issue the complaint response within 6 weeks.