Mr A complained about access to an appointment at a GP Practice in the Hywel Dda University Health Board area. He said that he was unable to access an appointment from September to November 2024. Mr A said he had concerns about the ongoing care and treatment accessible to him and about the response he had received from the Practice when he made a complaint about this matter.
The Ombudsman found that, although the Practice had provided responses to Mr A, these did not meet expected standards set out in the Putting Things Right arrangements, and he remained unclear as to some aspects of the care and treatment available to him. The Ombudsman considered that Mr A had not had a full response to his complaint and contacted the Practice, which agreed to undertake the following actions to resolve the complaint and as an alternative to a formal investigation.
The Ombudsman sought and gained the Practice’s agreement to, within 4 weeks, in line with the Putting Things Right arrangements, investigate and respond fully to the concerns Mr A raised in his complaint about the Practice.