Report Date


Case Against

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


Clinical treatment outside hospital; GP

Case Reference Number



Not Upheld

Mrs B complained about the care and treatment provided to her by a GP Practice (“the Practice”) in the area of Betsi Cadwaladr University Health Board.

The investigation considered whether the Practice misdiagnosed Mrs B’s symptoms, which led to a delay in the diagnosis of laryngopharyngeal reflux/silent reflux (when stomach contents come back up into the oesophagus to the larynx) and gallbladder disease between October 2016 and November 2018. Specifically, it considered whether appropriate and timely referrals were made by the Practice and whether the Practice provided timely and appropriate responses to professionals who sought information on Mrs B’s condition.

It also considered whether the Practice inappropriately cancelled appointments with Mrs B. Whether it should have taken action in response to adverse effects Mrs B suffered as a consequence of medication, including whether it declined to accept a list of medications that Mrs B wanted to provide.

The Ombudsman found that the care and treatment provided to Mrs B by the Practice was clinically appropriate. Mrs B’s complaint was not upheld.