Report Date

04/30/2024

Case Against

A GP Practice in the area of Cardiff & Vale University Health Board

Subject

Clinical treatment outside hospital; GP

Case Reference Number

202310284

Outcome

Early resolution

Mrs A complained about the care provided to her late sister by Cardiff and Vale University Health Board and a GP Practice.

The Ombudsman found that Mrs A complained to the Health Board in 2022, but she had not received a formal response to her complaints under the Putting Things Right NHS complaints process. She said that this caused uncertainty for Mrs A. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Heath Board’s agreement to, within 30 working days:

• provide a formal complaint response to Mrs A, to include a response from the GP Practice.

• apologise to Mrs A and offer her a payment of £250 to reflect the uncertainty caused.