Mrs S complained that although she submitted a complaint toa GP practice within the Cardiff & Vale University Health Board area, she had not received a complaint response.
The Ombudsman found that Mrs S had submitted her complaint in June 2023 and had not received regular or meaningful updates. She concluded that the GP practice failed to act in accordance with its statutory complaint’s procedure. She said this caused frustration to Mrs S. She decided to settle the complaint without an investigation.
As an alternative to an investigation, the Ombudsman sought and gained the GP practice’s agreement to provide Mrs S with an apology and explanation for the delay and issue a formal complaint response within 2 weeks.