Mr M complained that the Practice had failed to respond to his complaints about the poor care and treatment provided to him.
The Ombudsman found that the Practice had responded to one complaint but that there had been a failure to respond to the second complaint and this had caused frustration and uncertainty for Mr M. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the agreement of the Practice to apologise to Mr M and provide him with a complaint response within 3 weeks.