Mrs A complained that the Health Board had failed to provide a complaint response – nor any substantive updates – to the complaint about her late husband’s care, which she had submitted over a year ago.
The Ombudsman found that the delay in responding to the complaint was excessive and had exacerbated the distress Mrs A felt at the loss of her husband. The Health Board agreed to issue to Mrs A its full complaint response letter, an apology for the delay and £250 in recognition of the poor complaints handling, within 20 working days. The Ombudsman considered this to resolve the complaint and did not investigate.