The Ombudsman found that the Health Board had failed to respond to Mr X’s complaint. She said this caused uncertainty and frustration for Mr X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 30 working days, offer an apology and explanation to Mr X for the delay in responding to his complaint and issue its complaint response under the ‘Putting Things Right’ complaints procedure.