Ms A complained that Aneurin Bevan University Health Board failed to respond to a complaint she submitted in December 2024.
The Ombudsman found that the Health Board failed to keep Ms A regularly updated with the progress of its investigation. This caused additional frustration and uncertainty for Ms A. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Boards agreement to issue its complaint response within two weeks.