Appointments/admissions/discharge and transfer procedures
Mrs A complained that a GP Practice in the area of Cardiff and Vale University Health Board (“the Practice”) had failed to provide an adequate service to her as a patient. She stated that she had telephoned the Practice of numerous occasions over the past 9months, but her calls had never been answered by staff.
The Ombudsman was concerned that she had not received a service from the Practice. He was also sympathetic to the Practice who appeared to have been in the process of employing new staff to meet the demands place on it.
The Ombudsman contacted the Practice regarding the telephone response aspect of Mrs A’s complaint.
The Practice agreed to:
• Provide the names of two members of staff that Mrs A can contact via its telephone line, who will arrange a pre-appointment telephone consultation with a GP for her.
It has agreed to do this within 20 working days of the date of this letter.
The Ombudsman believes that this will resolve Mrs A’s complaint.