Mr X complained that Swansea Bay University Health Board had failed to respond to his complaint regarding the treatment his father received.
The Ombudsman concluded that the Health Board had provided regular updates to Mr X, but it had failed to issue a complaint response. She said this caused frustration and uncertainty to Mr X. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to within 4 weeks, issue its complaint response, write to Mr X with an apology and explanation for the delay and offer to pay £50 redress in recognition of the time and trouble in his need to approach the Ombudsman.