Miss X complained that the surgery failed to respond to her complaint regarding several concerns.
The Ombudsman found that the surgery had failed to respond to Miss X’s complaint. The Ombudsman stated that this caused uncertainty and frustration for Miss X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Surgery’s agreement to, within 3 weeks, offer Miss X an apology and explanation for the delay and to issues its complaint response.