Mrs X complained that Aneurin Bevan University Health Board failed to provide a complaint response to her complaint, which she made to it in November 2023.
The Ombudsman found that, whilst the Health Board had been in regular contact with Mrs X, it had failed to issue a complaint response. The Ombudsman said that this caused frustration to Mrs X and 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 to issue its complaint response within 4 weeks.