Health : Swansea Bay University Health Board

Mrs X complained that she had not received a response form the Health Board following her complaint about the care and treatment provided by an Orthopaedic Surgeon which she made to the Health Board in August 2021.

The Ombudsman found that the Health Board had failed to provide regular and meaningful updates and had not issued a complaint response. The Health Board agreed to complete the following in settlement of Mrs X’s complaint by 25 August 2022, as an alternative to the Ombudsman investigating it:

a) Write to Mrs X with an explanation and apology for the failure to provide regular and meaningful updates

b) Explain the delay in providing a complaint response

c) Issue its complaint response

d) Pay Mrs X £250 for her time and trouble in pursuing her complaint with the Health Board and the Ombudsman.