Mr A complained that NHS Wales Shared Services Partnership failed to respond to the complaint he made to it in November 2024 relating to access to GP services.
The Ombudsman found that NWSSP had provided a brief initial response signposting Mr A to make a complaint to his local Health Board. However, it had not provided a complaint response relating to its own involvement in the matters Mr A had complained about. The Ombudsman said this caused frustration to Mr A. The Ombudsman decided to settle the complaint without a formal investigation.
The Ombudsman sought and gained NWSSP’s agreement to apologise to Mr A for failing to properly respond to his complaint and to provide him with a complaint response within 4 weeks.