Clinical treatment outside hospital; GP : A GP Practice in the area of Cardiff & Vale University Health Board Report Date 10/04/2025 Case Against A GP Practice in the area of Cardiff & Vale University Health Board Subject Clinical treatment outside hospital; GP Case Reference Number 202409869 Outcome Early resolution Mrs A complained that her child’s GP failed to make a referral to hospital, for assessment of possible neuro-developmental issues, following a consultation in October 2022. Mrs A complained that the GP Practice did not realise the error until July 2023 and that since the hospital would not backdate the referral, her child’s assessment had been delayed by at least 9 months. Mrs A also complained that she had not received a written response to her formal complaint.
The GP Practice accepted it had made errors, both in failing to make the referral and failing to respond to Mrs A’s complaint, both of which were administrative oversights. The Ombudsman decided to settle the complaint without investigation.
The GP Practice agreed to the Ombudsman’s proposed settlement to definitively establish whether the hospital would backdate the referral, send Mrs A a letter of apology and explanation, reviews its complaints procedure and provide complaint handling training for all its staff.