Mr A complained that the Practice failed to respond in line with the Putting Things Right (PTR) procedure when he raised his concerns.The Ombudsman found that, while the Practice had been in correspondence, it had not provided a formal complaint response that was in line with the PTR procedure. The Ombudsman said this caused uncertainty and frustration for Mr A and decided to settle the complaint without an investigation.The Ombudsman sought and gained the Practice’s agreement to, within 6 weeks, offer an apology to Mr A for not responding in line with the PTR procedure and explain why this happened, and to provide the final PTR complaint response.
