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PSOW (Public Services Ombudsman for Wales) decision

Hywel Dda University Health Board

Decided 4 March 2025 Reference PSOW-202409342 Outcome: Resolved / Early Resolution Sector: Health Category: Health Body on this site: Hywel Dda 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)

Ms L complained that Hywel Dda University Health Board had failed to respond to the complaint she made to it in March 2024.

The Ombudsman found that there was a significant delay in the Health Board issuing its complaint response to Ms L, causing her frustration. The Ombudsman decided to settle the complaint without a formal investigation.

The Ombudsman sought and gained the Health Board’s agreement to apologise and explain the reasons for the delay, issue its complaint response, and offer £150 redress payment to Ms L within 6 weeks.

From: PSOW (Public Services Ombudsman for Wales), decision PSOW-202409342, 4 March 2025