Mr X complained that Aneurin Bevan University Health Board failed to respond to his complaint submitted to it in May 2024. It also failed to provide regular updates and failed to respond to several emails.
The Ombudsman concluded that the Health Board had failed to respond to Mr X’s complaint and failed to provide regular updates in line with its complaint process. The Ombudsman said this caused uncertainty, frustration, and inconvenience to Mr 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, which should also include an apology and explanation for the delay. It should also offer a redress payment of £100 in recognition of the delay, lack of regular updates and need to approach the Ombudsman.