Ms A complained that she was unhappy with the Practice’s response to her complaint about accessing appointments over the past 12 months.
The Ombudsman decided that the Practice’s response did not explain what it found as a result of its investigation into Ms A’s concerns. It did not confirm if any learning was identified or if any changes could be made. No information was provided about how to escalate the complaint to the Ombudsman. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Practice’s agreement to reconsider Ms A’s complaint, explain what it found in its investigation and any learning points identified. The Practice also agreed to review the information it provides to complainants about their rights to escalate their complaints.