Ms L complained that Aneurin Bevan University Health Board had failed to respond to the complaint she had made to it in December 2022.
The Ombudsman found that Ms L had initially complained in December 2022 and escalated her complaint further in May 2023. The Health Board had failed to respond or properly update Ms L. The Ombudsman said this caused frustration to Ms L and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Ms L for failing to respond or properly update her, to explain the reasons for the delay, to offer Ms L a £250 redress payment, and to issue its complaint response within 4 weeks.