Ms E complained that Aneurin Bevan University Health Board failed to accept her complaint about the care and treatment provided to her late sister due to it being considered out of time.
The Ombudsman found that the Health Board had incorrectly refused to accept Ms E’s complaint. She said that this caused frustration to Ms E. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to provide an apology and explanation to Ms E for the identified failures and offer £50 redress in recognition of her time and trouble in making her complaint to the Ombudsman within 2 weeks. It was further agreed to issue a complaint response within 12 weeks.