Ms A complained about care provided on behalf of Cwm Taf Morgannwg University Health Board. Ms A said that a number of fully trained regular carers had left without notice, the standard of care had declined and she had been left without care on around 10 occasions. Ms A had made a formal complaint but had not received a response.
The Ombudsman concluded that the Health Board was making appropriate enquiries to identify an alternative care provider. However, it had failed to issue a complaint response to Ms A. She said this caused frustration and uncertainty to Ms A. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to provide a complaint response to Ms A within one month.