Ms H complained that Aneurin Bevan University Health Board failed to respond to her complaint, submitted in April 2025, regarding the care her daughter received.
The Ombudsman found that there was a delay with the Health Board issuing its complaint response. Although the Health Board kept Ms H updated, it failed to provide reasons for the delay or provide a timeframe for the expected response date. This caused additional frustration for Ms H. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to provide the complaint response within 1 week, along with an apology and explanation for the delay.