Ms X complained that she was dissatisfied with the response which the Practice had provided to her complaint.
The Ombudsman noted that Ms X had asked the Practice to respond to several questions set out in her complaint letter. The Ombudsman was not satisfied that the Practice’s response had, in fact, adequately addressed all the issues raised. The Ombudsman considered it would be helpful for Ms X to receive a further written response. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Practice’s agreement to provide Ms X with a full written response within 30 working days.