Ms A complained about the care and treatment provided by Roseneath Medical Practice in relation to her mental health and about the action taken in relation to a private psychological assessment report. Ms A further complained about the handling of her complaint and said the Practice’s complaint response did not address her concerns.
The Ombudsman found that there had been delay in the Practice responding to Ms A’s complaint and that she had not received an adequate complaint response. Ms A was inconvenienced by the Practice’s actions, which had caused her frustration. The Ombudsman decided to settle the complaint without investigation.
The Practice agreed to, within 4 weeks, reconsider Ms A’s complaint, provide her with a further complaint response addressing the concerns raised with the Practice and the Ombudsman and also provide Ms A with a written apology for the failure to adequately address her concerns in its initial complaint response.