Mrs Y complained about the treatment given to her husband, Mr Y, by a GP Practice (“the Practice”) in the area of Aneurin Bevan University Health Board (“the Health Board”) between September 2019 and May 2021. Specifically, Mrs Y complained about the Practice’s management of Mr Y’s open sores, referrals for specialist input (including both Dermatology and Cardiology), medication reviews and complaints handling.
The Ombudsman found the Practice’s management of Mr Y’s open sores, the referral to Dermatology, liaising with Cardiology, and the monitoring and review of Mr Y’s medication, were appropriate in the circumstances. Accordingly, these aspects of Mrs Y’s complaint were not upheld.
However, the Ombudsman found that the content of the Practice’s complaint responses was not sufficient to address Mrs Y’s concern and were not in line with the PTR Regulations. The failure of the Practice to adequately address Mrs Y’s concerns amounted to an injustice and accordingly, this aspect of Mrs Y’s complaint was upheld.
The Ombudsman recommended that the Practice arrange for complaint handling training to be provided to its staff by the Health Board.