Report Date

19/01/2022

Case Against

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

Subject

Complaints Handling

Case Reference Number

202106487

Outcome

Early resolution

Mrs A complained that despite sending three reminder letters, the Practice had failed to respond to her complaint made in September 2020.

The Ombudsman was concerned that Mrs A had not received a complaint response. He decided to settle with complaint without an investigation.

The Ombudsman sought the Practice’s agreement to, by the end of the week, provide an apology, complaints response and Practice Manager’s direct contact number, to avoid future communication difficulties.