Ms W complained that the Surgery failed to provide a response to her complaint about a reduction in her medication.
The Ombudsman found that the Surgery had failed to log Ms W’s concerns as a complaint. She said that this caused frustration and uncertainty to Ms W. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Surgery’s agreement to write to Ms W with an apology and explanation for the oversight, review its processes to prevent this happening again and issue a complaint response within 1 week.