The Ombudsman found that while the GP Practice had provided Mr A with a complaint response, it had failed to fully respond to the concerns he had raised. That amounted to maladministration which caused him an injustice.
The Ombudsman obtained the GP Practice’s agreement to investigate and respond fully to Mr A’s concerns and to apologise to him for not doing so in the first place. The GP Practice agreed to undertake these steps within 2 months.