Mrs X complained that Hywel Dda University Health Board’s complaint response did not address her concerns.
The Ombudsman found that Health Board had agreed to reinvestigate Mrs X’s complaint, however it had failed to provide her with a complaint response. She said this caused frustration to Mrs X. She decided to settle the complaint without an investigation The Ombudsman sought and gained the Health Board’s agreement to write to Mrs X with an apology and explanation for the delay and issue its complaint response within 4 weeks.