Mr A complained to this office that the GP Practice had failed to address his concerns about the way he had been treated by it. Mr A had previously complained to the GP Practice in December 2024, via his Llais Advocate, but the GP Practice had not responded in writing to his complaint.
The Ombudsman found that the GP Practice had failed to investigate and respond to Mr A’s complaint as it should have, under the Putting Things Right Arrangements.
Instead of investigating this complaint, the Ombudsman sought and gained the GP Practice’s agreement to investigate and respond to Mr A’s complaint, in accordance with the Putting Things Arrangements, and to apologise to him for not having done so in the first instance. The GP Practice agreed to do this within 30 working days.