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PSOW (Public Services Ombudsman for Wales) decision

A GP Surgery in the area of Aneurin Bevan University Health Board

Decided 31 March 2025 Reference PSOW-202409781 Outcome: Resolved / Early Resolution Sector: Health Category: Health

Original decision on the PSOW (Public Services Ombudsman for Wales) website ↗ All PSOW decisions

Themes assigned by this site (AI-generated): AMR and health inequalities data

Full decision

Decision (the PSOW's words)

The Ombudsman found that the surgery had failed to respond to Miss X’s complaint. The Ombudsman stated that this caused uncertainty and frustration for Miss X. The Ombudsman decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Surgery’s agreement to, within 3 weeks, offer Miss X an apology and explanation for the delay and to issues its complaint response.

From: PSOW (Public Services Ombudsman for Wales), decision PSOW-202409781, 31 March 2025