Mr X complained that Swansea Bay University Health Board had failed to respond to his complaint, made to it in June 2023, and had not kept him properly updated.
The Ombudsman found that there was an unacceptable delay in the Health Board responding to the complainant and a lack of regular or meaningful updates being provided to Mr X, which she said caused him frustration. She decided to settle the complaint without a formal investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Mr X for the delay and lack of updates, to explain the reasons for this, to offer him a £250 redress payment and to issue its complaint response within 6 weeks.