Ms B complained that Cwm Taf Morgannwg University Health Board had not contacted her since July 2025, when it informed her that it had identified a breach of duty in relation to her complaint about her late brother-in-law’s inpatient care and treatment. The Health Board said that it needed to investigate whether a qualifying liability existed.
The Ombudsman decided that she would not investigate Ms B’s complaint because whilst there was a delay, the Health Board was progressing Ms B’s case. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Ms B within 4 weeks to offer her an apology, provide her with an update and explanation for the delay, and to provide her with regular updates going forward.