Ms X complained that Swansea Bay University Health Board had failed to respond to her complaint, or provide regular updates, in respect of her complaint submitted to it 8 months ago.
The Ombudsman decided that the Health Board had failed to provide Ms X with a response, and regular updates, which caused frustration and uncertainty to Ms X and led her to contact the Ombudsman. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to issue its complaint response (within 2 weeks), which should also include an explanation and apology for the delay, plus a redress payment of £250.