Ms J complained on behalf of her Client, Ms X, that Swansea Bay University Health Board had not responded to a complaint raised in February 2024.
The Ombudsman found that whilst the Health Board is within the 6-month time frame set out in NHS Regulations, it has not kept Ms J or Ms X updated. This caused frustration and uncertainty for Ms X.
The Ombudsman 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. It also agreed that if this time scale can not be achieved, it will send monthly, meaningful update letters.