Mrs X complained that Aneurin Bevan University Health Board had failed to provide her with a response, which she had been waiting for over a year to receive.
The Ombudsman found that the Health Board had responded to Mrs X’s first complaint from September 2023. However, she was subsequently asked to submit a second complaint in May 2024, and the Health Board had failed to issue a response to the second complaint. She said that this caused uncertainty and frustration to Mrs X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to issue a complaint response within 2 weeks.