Mr H complained that he had not received a response to his formal complaint dated 25 January 2024. Mr H sent numerous chase emails requesting an update and a response to his complaint.
The Ombudsman found that Mr H had waited longer than he should have for a response and that despite chasing for an update he had still not received a one.
The Ombudsman decided to settle the complaint without an investigation on the basis that within 20 days of issuing the decision letter the Surgery will: 1. Apologize to Mr H for the delay in responding to the complaint.
2. Provide a comprehensive written response to the complaint.
3. Consider reimbursing the cost of any private prescription costs incurred as a result of any avoidable delays in the Surgery’s handling of the request.