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PSOW (Public Services Ombudsman for Wales) decision

Aneurin Bevan University Health Board

Decided 19 February 2025 Reference PSOW-202408416 Outcome: Resolved / Early Resolution Sector: Health Category: Health Body on this site: Aneurin Bevan University Health Board

Original decision on the PSOW (Public Services Ombudsman for Wales) website ↗ All PSOW decisions

Themes assigned by this site (AI-generated): Patient safety governance

Full decision

Decision (the PSOW's words)

Mrs X complained that Aneurin Bevan University Health Board failed to respond to the complaint she made to it in July 2024.

The Ombudsman found that the Health Board had not responded to the complaint or kept Mrs X updated during its investigation, which caused frustration to Mrs X. The Ombudsman decided to settle the complaint without a formal investigation.

The Ombudsman sought and gained the Health Board’s agreement to apologise to Mrs X and explain the reasons for the delay, to issue the complaint response, and to offer Mrs X a £100 redress payment within 4 weeks.

From: PSOW (Public Services Ombudsman for Wales), decision PSOW-202408416, 19 February 2025