Mrs X complained that Hywel Dda University Health Board failed to respond to the complaint she submitted in March 2024.
The Ombudsman found that the Health Board failed to respond to the complaint and 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 7 weeks, provide the final complaint response that will include an apology and explanation for the delay, a financial redress offer of£100 in recognition of the delay and the relevant details to arrange a post response meeting. Following the meeting, the Health Board will also provide a summary of the discussion within 2 weeks.