Mrs X complained that Swansea Bay University Health Board failed to respond to the complaint she submitted in January 2025.
The Ombudsman found that there had been delays in responding to Mrs X’s formal complaint. The Ombudsman said this caused uncertainty and frustration for Mrs X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 2 weeks, offer an apology for the delay and lack of updates and explain the reasons for this. In addition to also providing the formal complaint response by the agreed date.