Mr T complained that Hywel Dda University Health Board failed to provide a response to his complaint which he made to it in July 2023.
The Ombudsman found that the Health Board had failed to issue a complaint response. She said this caused frustration and uncertainty to Mr T. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to provide an apology to Mr T for the delay, provide a full update on the status of his complaint response and offer to pay £100 redress within 2 weeks. Furthermore, the Health Board agreed to issue its complaint response within 6 months and provide monthly updates.