Report Date


Case Against

A GP Practice in the area of Swansea Bay University Health Board


Clinical treatment outside hospital; GP

Case Reference Number



Early resolution

Ms A complained about the decision of the Surgery to remove her name from its patient list without warning.

The assessment found that there was insufficient evidence that the decision to remove Ms A from the list was taken properly. In particular, the Surgery did not appear to have documented its decision not to issue a warning or the decision making on the removal.

The Ombudsman found that there was likely to have been uncertainty and distress caused to Ms A, as a result of the Surgery’s decision to remove her name from the patient list. Accordingly, the Ombudsman sought and gained the Surgery’s agreement to provide a written apology.

The Surgery also agreed to revise its policy in line with relevant guidance and legislation, to issue and record a warning to patients and to properly document its decision to remove a patient’s name from its list. The Surgery agreed to take these actions within a 30 working day period.