Miss B complained that Cwm Taf Morgannwg University Health Board failed to send its complaint response to her Social Worker.
The Ombudsman found that the Health Board had failed to send its complaint response to Miss B’s Social Worker, despite receiving consent to do so. The Ombudsman said that this caused frustration and uncertainty to Miss B. She decided to settle the complaint without an investigation.
Further to the Ombudsman’s enquires with the Health Board, it subsequently issued its complaint response to the Social Worker. The Ombudsman therefore sought and gained the Health Board’s agreement to, within 2 weeks, write to Miss B with an apology for the delay in issuing its complaint response to the Social Worker, and provide an explanation for the delay.