Mr A complained that Hywel University Health Board failed to issue a response to a complaint, which was made to it in December 2022, regarding the care and treatment provided to his mother-in-law.
The Ombudsman decided that the Health Board had failed to log, acknowledge, and respond to the complaint. The Ombudsman also found 2 further complaints relating to care and treatment provided to his mother-in-law had not been responded to by the Health Board. The Ombudsman contacted the Health Board, which agreed to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to issue an apology to Mr A for not logging, acknowledging, or responding to the complaint made to it in December 2022 and to provide written responses to the 2 further concerns relating to the care and treatment provided to his mother-in-law. The Health Board agreed to complete these actions within a month.