Mr A complained that Aneurin Bevan University Health Board had not responded to the complaint submitted in March 2025.
The Ombudsman found that the Health Board initially assumed the complaint was concerning Mr A’s son’s dentist and therefore referred to the dentist for a formal investigation. It has now recognised that it related to the dental treatment received during hospital attendance. This caused additional frustration and uncertainty for Mr A. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to log a formal complaint and acknowledge within 1 week. It should also include an apology and explanation as to why it did not formally look into his concerns.