Mr L complained that Aneurin Bevan University Health Board failed to respond to his complaint about the care and treatment provided to his late mother, which he made to it in October 2023.
The Ombudsman found that the Health Board had not issued a complaint response and had not provided regular and meaningful updates to Mr L. She said this caused frustration and uncertainty to Mr L. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Mr L with an apology for the failure to provide regular and meaningful updates and to issue a complaint response within 4 weeks.