Mrs A complained that Aneurin Bevan University Health Board has failed to issue a response to her complaint, which was originally made to it in January 2023 by her late husband.
The Ombudsman found that the Health Board had failed to issue a complaint response and had not provided regular and meaningful updates. She said that this caused frustration and uncertainty to Mrs A. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Mrs A for the lack of regular and meaningful updates, provide an explanation for the delay in issuing a complaint response and offer to pay £150 redress to Mrs a for her time and trouble in making her complaint to the Ombudsman within 4 weeks. Furthermore, the Health Board will provide Mrs A with monthly updates until its complaint response is issued.