Swansea Bay University Health Board

Miss A complained that Swansea Bay University Health Board had not fully addressed her complaint about care and treatment provided to her sister.

The Ombudsman found that the Health Board’s complaint response had not adequately addressed all the concerns Miss A had raised in her complaint and when she contacted it about those outstanding concerns, she did not receive a response. The Ombudsman decided to settle the complaint without investigation.

The Ombudsman sought and gained the Health Board’s agreement to apologise to Miss A for not acknowledging or responding when she contacted it about the investigation findings and to issue a further complaint response to address her outstanding concerns. The Health Board agreed to undertake these steps within 6 weeks of the Ombudsman’s decision.