Ms T complained that whilst Hywel Dda University Health Board had acknowledged her complaint, which she made to it in February 2024, it had failed to issue a response to her complaint or provide any updates.
The Ombudsman found that the Health Board had failed to provide regular and meaningful updates to Ms T and a complaint response had not been issued. She said that this caused frustration and uncertainty to Ms T. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Ms T within 2 weeks with an apology for the failure to provide regular and meaningful updates and a commitment to providing these on a monthly basis until the complaint response is issued. Furthermore, the Health Board agreed to issue a complaint response within 12 weeks.