Mr A complained that Hywel Dda University Health Board failed to respond to the complaint he submitted regarding an appointment he was not made aware of.
The Ombudsman found that, while the Health Board had responded as an enquiry, it could have provided more information to Mr A. The Ombudsman said this caused uncertainty and frustration for Mr A and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 4 weeks, provide a full complaint response, apologise for the delay and for not including all the information and explain why this happened.