Ms A complained that the Health Board had failed to respond to follow up correspondence, in which she clarified her concerns after receiving a formal complaint response.
The Ombudsman found that the Health Board had failed to issue a further response to Ms A. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the agreement of the Health Board to provide a written response to Ms A in accordance with its concerns and complaints process, and to apologise for the delay in responding. The Health Board agreed to do this within 6 weeks of the Ombudsman’s decision.