Mrs A complained to Swansea University Health Board regarding the treatment and care her deceased mother had received and how she had not had a complaint response.
The Ombudsman found that Mrs A had complained to the Health Board 8 months ago and had still not received a formal complaint response. The Ombudsman said this caused uncertainty for Mrs A who had lost her mother. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman gained the Health Board’s agreement to, within 4 weeks, provide the full complaint response, including an apology and an explanation as to why there was a delay.