Mrs X complained about the way the Surgery handled her complaint about the attitude of a nurse at her cervical smear appointment.
The Ombudsman found that whilst the Surgery had provided a response to Mrs X’s initial complaint, it had failed to respond to Mrs X’s further letter dated 23 May 2022. The Surgery agreed to complete the following in settlement of Mrs X’s complaint by 19 July 2022, as an alternative to the Ombudsman investigating it: a) Provide a response to Mrs X’s letter dated 23 May 2022 b) Review its complaints handling process and use this as learning tool.