Mr X complained that Aneurin Bevan University Health Board had failed to respond to his complaint, raised in December 2023. Mr X also complained about the lack of regular updates and the inconvenience of having to pursue updates from the Health Board.
The Ombudsman concluded that the Health Board had failed to respond to the complaint in line with regulations and it failed to regularly update the complainant. 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 for the delay and inconvenience caused and to issue its complaint response within 4 weeks.