Miss L said that Swansea Bay University Health Board failed to provide a response to her complaint which she made to it in February 2024.
The Ombudsman found that the Health Board had failed to issue a complaint response and had not provided regular and meaningful updates. She said that this caused frustration and uncertainty to Miss L. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Miss L with an apology for the identified failures, and to issue a complaint response within 6 weeks.