Miss A complained that Cwm Taf Morgannwg University Health Board failed to respond to a complaint she raised about how she was treated by a Community Practice Nurse.
The Ombudsman found there had been a delay responding to the complaint as there was confusion as to whether it would need to be investigated by Human Resources. This caused additional frustration and uncertainty for Miss A. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Boards agreement to write to Miss A, within one week, with an apology for the delay and an explanation of how her complaint was dealt with.