A practice in the Isle of Wight area

3. Mr B complains about how the Practice handled his complaint. Specifically, he says the Practice failed to answer all the questions he had on the care his late wife received.

4. Because the Practice did not answer his questions, Mr B experienced uncertainty over his wife’s death and whether her care was adequate. Mr B and his children felt let down by services due to the length of time it took to receive the incomplete response. Overall, it was a distressing experience.

5. As an outcome to his complaint, Mr B wants the Practice to revisit his original questions and provide a complete response.

6. Mr B’s wife died on 30 April 2024 of liver disease. Following her death, Mr B had a number of questions regarding her care and the circumstances of her death. Mr B contacted the PALS department in the hospital where Mrs B died for support in raising these questions.

7. The PALS team sent his questions to the Isle of Wight Integrated Care Board (the ICB) for their consideration. The ICB then reached out to the Practice sending only two out of the seven questions Mr B had raised.

Complaint response

9. Mr B complains the Practice did not address all his questions in their response. During a call on 10 July 2026, Mr B said he wants to give the Practice the opportunity to answer his questions in full.

10. We discussed this with the Practice. They have agreed to contact Mr B to discuss further and provide a thorough response. They will aim to engage with him as soon as possible to provide answers before the end of August 2026.

11. We informed Mr B of this timeline over the phone on 17 July 2026. Mr B agreed to cooperate with the process and is happy to wait until the end of August for a final response.

12. As this is the outcome Mr B is seeking, we consider the matter resolved. We would like to thank both parties for their time and effort during this process.

1. We have carefully considered Mr B’s complaint about a GP practice in the Isle of Wight area (the Practice). We are sorry to learn about the circumstances and distress he described to us.

2. We are pleased to note this matter has now been resolved. This is because the Practice has agreed to provide Mr B with answers to his questions. This is the outcome he was looking for by bringing his complaint to us.