Report Date


Case Against

Cwm Taf Morgannwg University Health Board


Clinical treatment outside hospital; GP

Case Reference Number



Early resolution

Ms A complained about a GP Surgery in the area of Cwm Taf Morgannwg University Health Board. She said that one of its GPs refused to see her in May 2022, and, following her submitting 2 complaints, the Surgery removed her from its patient list.

The Ombudsman found that Ms A had submitted a complaint to the Surgery in respect of her consultation on 16 May 2022. Although the Surgery responded to her on 30 May 2022, it had not properly investigated her concerns, in accordance with the National Health Service (Concerns, Complaints and Redress Arrangements) (Wales) Regulations 2011. In respect of Ms A’s removal from the practice patient list, she found that the Surgery had not acted in accordance with guidance issued by the General Medical Council in respect of its ending its professional relationship with Ms A.

The Ombudsman contacted the Surgery and in resolution of Ms A’s complaint, it agreed to, within 20 working days, provide a comprehensive response to Ms A’s complaint about her consultation on 16 May 2022, provide Ms A with a written apology for the failure to follow published guidance in respect of her removal from the practice list, and review its internal policy/procedure in respect of the removal of patients, to ensure that it was compliant with the published guidance.