Report Date


Case Against

A GP Practice in the area of Cardiff & Vale University Health Board


Medication & Prescription dispensing

Case Reference Number



Early resolution

Mr X complained that he had been mistreated by his GP Surgery for 14 years. He said that although he had raised his concerns regarding prescription issues, had a meeting with the Practice Manager, and contacted the Ombudsman previously, he was still encountering issues going forward.

The Ombudsman found that although the GP Surgery had been in contact with Mr X regarding his issues, it had not issued him with a complaint response in line with its statutory complaints procedure. She said this caused frustration and confusion to Mr X. She decided to settle the complaint without an investigation.

The GP Surgery agreed to provide Mr X with an apology and complaint response within 30 working days.