Ms C, Ms N, and Ms S complained that they had raised concerns with a GP Practice in the area of Betsi Cadwaladr University Health Board Practice informally in September 2022, and despite several attempts to receive answers to their concerns, without response, they submitted a formal complaint in February 2023. The family had still not received a response to their complaint.
The Ombudsman was concerned that despite becoming aware of the family’s issues 5 moths prior to the formal complaint, the family had still not received a response, and they had been inconvenienced by the Practice’s actions. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Practice’s agreement to, within 4 weeks, provide Ms C, Ms N, and Ms S with an apology for the delay in responding to their complaint, provide a full explanation for the delay and provide them with a complaint response addressing all their concerns.