Ms D complained that Aneurin Bevan University Health Board failed to provide a response to her complaint, which she made to it in September 2023.
The Ombudsman found that whilst the Health Board had provided regular and meaningful updates to Ms D, it had failed to issue a complaint response. She said this caused frustration to Ms D. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Ms D with an apology for the delay and to issue a complaint response within 4 weeks.