Appointment procedures (including outpatients) : Hywel Dda University Health Board

Mrs S complained that despite complaining about the treatment she received from Hywel Dda University Health Board in November 2022, she had not received a response.

The Ombudsman found that the Health Board failed to act in accordance with its statutory complaints procedure and failed to keep Mrs S updated with its investigation. She said this caused frustration to Mrs S. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Health Boards agreement to provide Mrs S with an apology for the delay, issue a complaint response, and provide her with an update for treatment within 30 working days.