Ms C complained that she was unable to make an appointment with a GP Practice in the area of Betsi Cadwaladr University Health Board, which resulted in delays in reviewing her medication and issuing prescriptions The Ombudsman decided that the Practice had failed to recognise that the patient had made considerable efforts to make an appointment using the appointment booking system. The Practice had missed opportunities to remedy the situation and offer an appointment, causing an injustice to Ms C. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Ms C within two weeks to apologise for the failings and confirm the arrangements for booking future appointments. The Health Board also agreed to consider, within 4 weeks, the Practice’s review of the booking system to ensure that patients were able to arrange appointments with their GP.