Ms A complained that Swansea Bay University Health Board had failed to keep her updated on the progress of her complaint and had not issued its complaint response.
The Ombudsman found that the Health Board had not provided regular and meaningful updates to Ms A and had failed to issue a complaint response. She said this caused uncertainty and frustration for Ms A. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 4 weeks, provide an apology and explanation to Ms A for the delay, offer £100 redress payment in recognition of the time and trouble in making her complaint to the Ombudsman and issue its complaint response.