Mr A complained that a GP Practice in the area of Hywel Dda University Health Board (‘the Practice’) failed to respond to his request for a pre-booked appointment via letter, resulting in a delay in care and treatment. Mr A said that the Practice’s actions were contrary to information on its website, and that its decisions in relation to his requests were wrong.
The Ombudsman decided that the Practice did not establish why Mr A was requesting pre-bookable appointments, and it declined his request without this information. The Practice had not clearly explained the reason for its decision, and this caused Mr A frustration because it appeared to be contrary to the information on the Practice’s website, ultimately resulting in a breakdown in the professional relationship. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Practice’s agreement within 2 weeks, to apologise to Mr A that it did not establish the reason for his request and for making a decision without this information, to apologise that it did not provide a clear explanation for its decision, and how it appeared to be contrary to the information on its website. The Practice also agreed within 1 month, to review its procedures relating to patient requests for adjustments to ensure all options are explored, and clear reasons are recorded and communicated to the patient, and to ask the Health Board’s Primary Care and Equality, Diversity and Inclusion Team to consider the Practice’s approach to pre-bookable appointments to ensure it is appropriately addressing patients’ needs and accessibility.
