Ms A complained that Aneurin Bevan University Health Board had failed to respond to her complaint or update her regarding the care she received.
The Ombudsman found that Ms A had complained to the Health Board 12 months ago and had still not received a formal complaint response. The Ombudsman considered that this caused Ms A to be left with unanswered questions and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to issue a full complaint response which includes explaining the reasons and apologising for the delay to Ms A within 4 weeks.