Ms X complained that the Surgery had failed to contact her to discuss her ongoing health checks and had not responded to the complaint she made in September 2023.
The Ombudsman decided that there had been a failure by the Surgery to respond to the complaint and this had caused frustration and uncertainty for Ms X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the agreement of the Surgery to apologise to Ms X and provide her with a complaint response which addresses her original concerns within 4 weeks. The Surgery also agreed to pay Ms X financial redress of £75 in recognition of the delays.