Ms M complained that Cardiff and Vale University Health Board failed to issue a response to her complaint, which she made to it in July 2023.
The Ombudsman found that the Health Board had delayed requesting additional information from Ms M to enable it to undertake its investigation and had failed to issue a complaint response. She said that this caused frustration and uncertainty to Ms M. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Ms M with an explanation for the delay in responding to her complaint and provide apologies for the identified failures within 2 weeks. Furthermore, it was agree that the Health Board would offer £75 redress to Ms M in recognition of her time and trouble in making her complaint to the Ombudsman and issue a complaint response within 6 weeks.