Ms X complained that Hywel Dda University Health Board had failed to respond to the complaint she had made to it in May 2024.
The Ombudsman found that, although the Health Board had been updating Ms X, some of the updates had been prompted by her, and there had been an unreasonable delay in responding to the complaint. The Ombudsman said this caused frustration to Ms X and 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, offer a £150 redress payment, and to issue the complaint response within 6 weeks.