Miss H complained that Whitchurch Road Surgery failed to address her concerns about alleged malpractice and malicious referrals in its complaint response.
The Ombudsman found that whilst the Surgery had issued a complaint response it had failed to adequately address her concerns. She said that this caused frustration and uncertainty to Miss H. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Surgery’s agreement to write to Miss H with an apology for the failure identified and to issue a further complaint response.