Health : Hywel Dda University Health Board

Mrs X complained that she had not received a response from the Health Board following her complaint which she made to it in May 2022 about the failure to provide support to her severely disabled daughter.

The Ombudsman found that the Health Board had failed to issue a complaint response. The Health Board agreed to complete the following in settlement of Mrs X’s complaint by 10 October 2022, as an alternative to the Ombudsman investigating it:

a) Write to Mrs X to provide an explanation and apology that her concerns were not addressed in accordance with the agreed procedure

b) Provide Mrs X with an undertaking to update details of contact arrangements currently in place

c) Confirm the timescale in which Mrs X can expect to be invited to relevant meetings and when updates will be issued following such meetings

d) Write to Mrs X with the Health Board’s findings in relation to her concerns.