Mrs X complained that a GP Practice in the area of Betsi Cadwaladr University Health Board had failed to respond to the complaint she had made to it in July 2023.
The Ombudsman found that the Practice had verbally updated Mrs X, but had not offered her a written apology, explanation or update regarding the delay. The Ombudsman said this caused frustration for Mrs X. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Practice’s agreement to apologise to Mrs X, explain the reasons for the delay and provide an update to her within 2 weeks. The Practice also agreed to provide its response to the complaint within 13 weeks.