Aneurin Bevan University Health Board

Ms B complained that despite assurance from Aneurin Bevan University Health Board that she would receive a complaint response from her GP Practice, which was under the responsibility of the Health Board at the time of events, she was informed her complaint was out of time.

The Ombudsman decided that Ms B had submitted a complaint to the Health Board about the actions of her GP within the appropriate timescales and had been given assurance that she would receive a response. She had therefore suffered an injustice when she was later informed that her complaint was out of time. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Health Board’s agreement to apologise to Ms B and to provide her with a response to concerns about her GP, within six weeks.