Report Date


Case Against

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


Clinical treatment outside hospital; GP

Case Reference Number



Early resolution

Ms A complained that it took approximately 6months for the Practice to prescribe medications prescribed by her former GP Practice in England. She complained that the Practice would not carry out a gene test, did not obtain her paper notes and about the attitude of Reception staff. She also complained that a prescription was not available for collection at the Pharmacy.

The evidence suggested that a shared care agreement (SCA) was required before the Practice could prescribe certain medications. The time taken for the referral to and assessment from the Community Mental Health Team was responsible for any perceived delay. The evidence did not suggest the Practice had refused to carry out the gene test. The Practice had apologised for the attitude of its Reception staff and confirmed that training on SCA patients was to take place. It had taken action to resolve any repeat prescription collection issues. However, the Ombudsman was concerned that Ms A’s paper notes had not been obtained.

The Ombudsman sought and obtained the Practice’s agreement to, within one month, obtain the paper notes and transfer any missing information to Ms A’s electronic notes on its patient records system. This action was accepted as an alternative to an investigation.