Mrs F complained that Cwm Taf Morgannwg University Health Board failed to issue a response to her complaint, which she 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. She said that this caused frustration and uncertainty to Mrs F. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Mrs F with an apology for the identified failures and issue a complaint response within 6 weeks.