Mrs A complained that the Health Board had failed to respond to a complaint she had submitted to it over 6 months ago and this had impacted on her ongoing care needs.
The Ombudsman found that the Health Board failed to investigate the complaint within the relevant timescale which caused additional frustration and uncertainty for Mrs A. The Ombudsman decided to settle the complaint without a formal investigation.
The Ombudsman sought and gained the Health Board’s agreement to provide an explanation and apology to Mrs A for the delay in responding to the complaint and to issue its complaint response within 30 working days.