We commenced an investigation of Mr B’s complaint against a GP Practice in the area of Cardiff and Vale University Health Board (“the Surgery”) to determine whether the Surgery:
• Delayed processing information it received from Mr B’s son (Mr C) about a Shared Care Agreement (“SCA”) which delayed his referral to the Community Mental Health Team (“the CMHT”).
• Was able to demonstrate it properly considered Mr B’s request for reimbursement of costs for privately funded medication for the period of delay.
In response to the investigation, the Surgery accepted shortcomings in the handling of information provided by Mr C about the SCA. It recognised this delayed Mr C’s referral to the CMHT and resulted in him paying for private medication longer than he would have, had the information been processed sooner. The Surgery agreed to a proposal to address Mr B’s concerns. The Ombudsman determined that the actions it had agreed to take were proportionate to reach a voluntary settlement of Mr B’s complaint and would deliver an appropriate outcome. On this basis, the investigation was closed.
The Surgery agreed to:
• Provide a written apology for the administrative failings identified in processing paperwork which caused a delay in a CMHT referral.
• Re-consider reimbursement of costs incurred for privately funded medication during the period of delay in Mr C being referred to the CMHT and confirm the outcome of the review with Mr B.