Clinical treatment outside hospital; GP:A GP Practice in the area of Swansea Bay University Health Board Report Date 21/11/2025 Case Against A GP Practice in the area of Swansea Bay University Health Board Subject Clinical treatment outside hospital; GP Case Reference Number 202408569 Outcome Upheld in whole or in part Mr C complained that a GP Practice in the area of Swansea Bay University Health Board (“the Practice”) had not ensured that his father, Mr A’s, prescriptions were processed correctly and in a timely manner. He further complained that the Practice had not handled his complaints in accordance with the NHS (Concerns and Redress Arrangements) (Wales) Regulations 2011 and associated guidance.
The Ombudsman found that there had been frequent errors and discrepancies in the way the Practice processed Mr A’s prescriptions over a period of 14 months. The errors caused delays in supplying Mr A with the medical equipment he needed. The standard of record-keeping was poor and hampered the Practice’s effectiveness in monitoring how prescriptions were being processed. The Practice did not have an up-to-date complaints procedure, and it had failed to acknowledge and adequately respond to Mr C’s complaints. The Ombudsman upheld Mr C’s complaints.
The Practice agreed to write to Mr C to apologise for the failings identified and take steps to ensure Mr A’s prescriptions were processed correctly in future. It also agreed to carry out an audit of similar cases, review its records management and complaints procedures, and provide training to staff involved in handling complaints.