Mr X complained that he had not received a response from the Practice following the complaint he made in March 2022 regarding the care and treatment he received for his shoulder pain.
The Ombudsman found that the Practice had failed to provide regular and meaningful updates and had not issued its complaint response.
The Practice agreed to complete the following in settlement of Mr X’s complaint within 4 weeks, as an alternative to the Ombudsman investigating it:
a) Write to Mr X with an apology for the failure to provide regular and meaningful updates
b) provide an explanation for this oversight
c) Issue a complaint response.