A GP Practice in the area of Swansea Bay University Health Board

Ms X complained that a Medical Centre in the area of Swansea Bay University Health Board failed to respond to her complaint submitted to it in October 2024 regarding her abdomen scans. Ms X also complained that it failed to follow its complaints process and had published incorrect contact details for making a complaint.

The Ombudsman concluded that the Medical Centre had failed to formally respond to Ms X’s complaint, although noted that the Practice considered that the matter had been resolved during a GP consultation. The Ombudsman said the lack of response caused uncertainty, frustration, and inconvenience to Ms X. The Ombudsman decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Medical Centre’s agreement to issue Ms X with a complaint response within 2 weeks. The response should also include an apology and an explanation for the delay.