Mrs A complained that the response to her complaint from the Surgery failed to address all issues she raised, and that it was inappropriate that the doctor who was subject of her complaint, had provided the response.
The Ombudsman found that the Surgery had not responded to all issues raised by Mrs A, but also that some of the issues raised with his office had not formed part of her complaint to the Surgery. He also considered that the response had not been provided by an appropriate member of staff.
The Ombudsman sought and gained the Surgery’s agreement to meet with Mrs A to agree the scope of her complaint within 10 working days, and then provide a comprehensive response from an appropriate member of staff.