Mr A complained that Aneurin Bevan University Health Board had failed to respond to the complaint made to it in June 2023 or proactively provide updates.
The Ombudsman found that the Health Board had issued several holding letters to Mr A, some after being prompted by his advocate. The Health Board had failed to respond to the complaint or to tell Mr A when its response would be issued. The Ombudsman said this caused frustration to Mr A and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise for the delay and explain the reasons for it and to issue its complaint response within 4 weeks.