Mr X complained that Aneurin Bevan University Health Board had failed to respond to the complaint he made to it in August 2023 about the care and treatment provided to his late mother, Mrs Y. Mr X said that the Health Board had not updated him on its investigation.
The Ombudsman found that the Health Board had failed to provide a complaint response or keep Mr X appropriately updated during its investigation. She said this caused frustration for Mr X and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Mr X for the delay and failure to update him, explain the reasons for those failures to Mr X, offer him a £150 redress payment, and to issue the complaint response within 6 weeks.