Ms X complained that Aneurin Bevan University Health Board had failed to respond to her complaint submitted to it in April 2024 in respect of her son’s care.
The Ombudsman concluded that the Health Board had failed to respond to the complaint in line with its internal complaint process, and it also failed to provide regular meaningful updates to Ms X. The Ombudsman said this caused uncertainty, frustration, and inconvenience to Ms X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to issue its complaint response and apologise for the delay and lack of regular meaningful updates, within 3 weeks.