Ms H complained that Swansea Bay University Health Board failed to provide a response to her complaint initially made by her late mother, which was made to the Health Board on 12 January 2024.
The Ombudsman found that the Health Board had failed to issue a complaint response. She said that this caused uncertainty and frustration to Ms H. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Ms H with an apology and explanation for the delay in issuing its complaint response, offer to pay Ms H £75 for her time and trouble in making a complaint to the Ombudsman and issue a complaint response within 4 calendar weeks.