Mr X complained that Hywel Dda University Health Board had failed to respond to his complaint about his current care and treatment.
The Ombudsman concluded that Health Board had failed to log and respond to Mr X’s complaint in line with its complaint process. She said this had caused uncertainty, frustration and inconvenience to Mr X. She 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 inconvenience caused and to issue its complaint response within 3 weeks.