Clinical treatment in hospital: Swansea Bay University Health Board

Mrs B complained that she was unhappy with Swansea Bay University Health Board’s (“the Health Board”) response to her complaints about her husband’s inpatient care and treatment.

The Ombudsman found that Mrs B submitted 2 complaints, each 10 months apart. The Health Board failed to respond to the first complaint, and it did not provide a satisfactory response to the second. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Health Board’s agreement to apologise to Mrs B, to provide a full complaint response and to pay her redress of £500 for the delay in responding to her concerns, within 20 working days.