Mr X complained that the Surgery failed to fully respond to his complaint regarding concerns with the issuance of incorrect stoma prescriptions for his father.
The Ombudsman concluded that whilst the Surgery had responded to Mr X’s complaint, it had failed to respond to all aspects of the complaint. The Ombudsman said this caused uncertainty, frustration, and inconvenience to Mr X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Surgery’s agreement to apologise for the oversight, delay and inconvenience caused and to issue a further complaint response within 3 weeks.