Mrs B complained that Swansea Bay University Health Board failed to respond to the complaint she made to it in January 2024 and she had to chase it for updates.
The Ombudsman found that, although the Health Board had spoken to Mrs B by telephone in January, there was a delay in the Health Board providing a written response to the complaint. The Health Board had also failed to properly update Mrs B. The Ombudsman said this caused frustration to Mrs B and decided to settle the complaint without a formal investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Mrs B, explain the reason/s for the delay, offer a £100 redress payment, and to issue its complaint response within 4 weeks.