Swansea Bay University Health Board

Mrs G complained that Swansea Bay University Health Board had failed to respond to the complaint she made to it in July 2024.

The Ombudsman found that there had been a delay in the Health Board responding to Mrs G’s complaint and a failure to keep her updated, which caused Mrs G frustration. 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 G and explain the reason for the delay and failure to provide updates, and to offer her a £250 redress payment within 4 weeks. The Health Board also agreed to issue the complaint response to Mrs G within 10 weeks of the date of this decision.