Ms W complained that the Surgery had failed to respond to her complaint about her husband’s missing prescription.
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 W. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the agreement of the Surgery to apologise to Ms W and provide her with a complaint response, which includes an explanation for the failure, within 2 weeks.