Mrs A complained that Swansea Bay University Health Board had failed to formally respond to her letters of complaint, in relation to her late grandmother’s care.
The Ombudsman found that the Health Board had discussed Mrs A’s concerns with her in a meeting but it had failed to formally respond to the letters, despite a request by Mrs A to do so. The Ombudsman said this had caused frustration and inconvenience to Mrs A. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to apologise to Mrs A and issue a complaint response within 4 weeks.