Ms B complained that Aneurin Bevan University Health Board had treated her unfairly and that this caused her distress.
The Ombudsman found that the Health Board had failed to provide a complaint response to Ms B and only responded informally. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to provide Ms B with a complaint response within 5 weeks which should also include an explanation and explain why a formal response was not provided when the complaint was raised.