Mr H complained that Aneurin Bevan University Health Board failed to respond to complaints submitted in December 2023 and September 2024. He also complained that it failed to communicate directly with his advocate.
The Ombudsman found that there was a significant delay with the Health Board issuing the complaint responses. Since the involvement of her office, the Health Board had issued the response directly to Mr H, however, it failed to communicate this only with his advocate, as per his request. This caused additional frustration for Mr H.
The Ombudsman sought and gained the Health Board’s agreement to write to Mr H’s advocate within 2 weeks and to apologise for the delay for communicating with him against his request. It also agreed to offer a £150 financial redress payment.