Mr B complained because he was unhappy with the actions of a GP Practice in the area of Swansea Bay University Health Board (“the Practice”) following the way he was spoken to during a telephone call with a doctor. He was unhappy that his written complaint was responded to by the same doctor.
The Ombudsman decided that it was not appropriate for Mr B’s complaint to be responded to by the person named as the subject of the complaint. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Practice’s agreement to write to Mr B within 10 working days to apologise for how his complaint was dealt with, and to explain the changes the Practice has made to prevent a repeat occurrence.