Ms X complained to Swansea University Health Board regarding the care and treatment she received and how she has not had a complaint response.
The Ombudsman found that although Ms X complained to the Health Board over a year ago, she has yet to received a formal complaint response from it. The Ombudsman said this caused uncertainty and frustration for Ms X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 4 weeks, provide the full complaint response, include an apology and explanation as to why there was a delay of 12 months and to offer a£150 financial redress payment in recognition of the delays.