Swansea Bay University Health Board

Ms X complained about the Health Board’s handling of a placement funding request relating to a change in placement for her son. She raised concerns about delays, communication and the way professionals discussed the situation during a meeting.

The Ombudsman found that Ms X had not received an adequate response to her complaint, which did not address matters in sufficient detail. Although a further response was provided by the Health Board following a meeting in January 2025, the additional information provided still did not resolve matters. This caused frustration and uncertainty for Ms X. The Ombudsman decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Health Board’s agreement to, within 6 weeks, provide Ms X with a further complaint response addressing all of the concerns raised in her complaints to the Health Board and to the Ombudsman, and also to provide her with a written apology for not fully addressing all parts of her complaint in its initial response.