Mrs A complained on behalf of her late mother about the Health Board’s complaint handling. The Health Board failed to provide a complaint response to a complaint she submitted 7 months earlier.
The Ombudsman found that the Health Board failed to provide the formal complaint response. The Ombudsman said this caused uncertainty and frustration for Mrs A. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 4 weeks, offer an apology to Mrs A for the delay and explain why this happened, along with providing a formal complaint response.