Mrs X complained that Hywel Dda University Health Board failed to respond to the complaint she submitted approximately 18 months ago.
The Ombudsman found that the Health Board failed to provide the formal complaint response. The Ombudsman said this caused uncertainty and frustration for Mrs X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 30 working days, provide an apology and explanation for the delay, offer a £200 financial redress payment in recognition of the delays and provide the final complaint response.