Report Date


Case Against

A GP Practice in the area of Betsi Cadwaladr University Health Board


Clinical treatment outside hospital

Case Reference Number



Early resolution

Mr A complained about a suggestion of a Surgery in the area of Betsi Cadwaladr University Health Board (“the Surgery”) that he should leave, when the doctor concerned, in her complaints responses, had admitted to breaches of confidentiality; had not explained the medicine to him in full; that she had not present herself during a telephone consultation and had admitted to having an inappropriate discussion with his wife over the telephone.

The assessment found that the Practice had responded reasonably to the complaint about one of the breaches of confidentiality and the failure of the doctor concerned to present herself, by apologizing and taking appropriate steps to avoid such instances from happening again in the future. The complaint regarding the lack of explanation in regard to the medication was not justified, as it was the correct medicine and any associated injustice was very limited.

Regarding the inappropriate conversation with Mr A’s wife (and the alleged second breach of confidentiality), to resolve the complaint, the doctor concerned agreed to apologize for the distress caused by the conversation. The Surgery agreed to confirm that Mr A can continue to be a patient of Surgery and that they were only suggesting in the writing response referring to registering with another local practice. The Surgery agreed to take the relevant action within 2 months.