Miss E complained that Hywel Dda University Health Board failed to respond to a complaint she submitted in August 2024.
The Ombudsman found there was a significant delay with the Health Board issuing its response. This caused additional frustration and uncertainty for Miss E. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to issue the response within 6 weeks. It should include an apology and explanation for the delay and a £150financial redress payment in recognition of the delays.