Clinical treatment outside hospital; GP : A GP Practice in the area of Swansea Bay University Health Board

Ms X complaint that about a GP Surgery’s, in the area of Swansea Bay University Health Board, handling of her complaint. In particular, Ms X complained that the GP Surgery’s complaint response contained derogatory comments about Ms X.

The GP Surgery agreed to provide Ms X with a fulsome written apology for the delay in its complaint handling errors and comments. The GP Surgery agreed to offer Ms X the opportunity of a complaint meeting to discuss any outstanding concerns relating to her complaint. Finally, the GP Surgery agreed to update its complaint policy to include a responsible officer for dealing with complaints and set out, in its complaint policy, an alternative member of staff (appropriately senior) to handle any complaints directed at the responsible officer.

The Ombudsman considered this to be an appropriate settlement.