Ms A complained about the care she received from Aneurin Bevan University Health Board (“the Health Board”) in December 2025.
The Ombudsman found that although the Health Board had responded to Ms A’s complaint at the Early Resolution stage of the Putting Things Right (“PTR”) process, it had not issued a formal response to her concerns when she remained unhappy with the outcome. The Ombudsman also did not see evidence that the Health Board recorded the Early Resolution outcome in a formal template, as required by the PTR guidance. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to provide a formal response to Ms A, in accordance with the PTR guidance. The Health Board agreed to remind its staff to refer complainants back to the Health Board for a formal response should they remain dissatisfied after a complaint is closed by way of Early Resolution. The Health Board also agreed to remind staff to ensure complaints that are closed by way of Early Resolution are recorded in a formal template.
The Health Board agreed to complete these actions within one month of the Ombudsman’s decision.