Mrs X complained that Hywel Dda University Health Board failed to respond to the complaint she submitted in April 2024.
The Ombudsman found that the Health Board had failed to provide Mrs X with a 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 4 weeks, provide the final complaint response which will also include an apology and explanation for the delays and a financial redress offer of £150 in recognition of the delays.