Miss R complained that the Surgery failed to provide a response to her complaint about the poor assessment of her foot injury which she said delayed her treatment and adversely affected her recovery.
The Ombudsman found that whilst the Surgery had acknowledged the complaint it had failed to provide a complaint response. She said that this caused frustration and uncertainty to Miss R. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Surgery’s agreement to write to Miss R with an apology and explanation for the delay in responding to her complaint, offer to pay £75 redress and issue a complaint response within 2 weeks.