Mrs A complained that following registration, the Practice did not take appropriate steps to obtain her clinical records. Mrs A said that the Practice failed to follow up a referral to Mental Health Services and that it did not take account of information provided on the Practice’s appointment request system. Mrs A said that the Practice failed to adequately investigate and respond to her complaint.
The investigation found no evidence of maladministration or service failure in relation to the clinical records. When Mrs A raised concerns about her referral to Mental Health Services, the Practice appropriately followed up the matter with the service. In response to Mrs A’s concerns about its appointment system, the Practice apologised for contacting her at times when she was not available and it took steps to identify how its system could be improved. The Ombudsman found that the Practice had considered Mrs A’s complaint, and provided an appropriate, albeit somewhat brief, response.
The Ombudsman did not uphold the complaint.