The Ombudsman found that the Health Board had adequately investigated and responded to Mr A’s complaints about prescriptions, appointment requests, medication reviews and communication. However, the Health Board had not investigated his complaint about abnormal blood test results. The response provided by the GP Practice was brief and did not address the concerns Mr A had raised. This had inconvenienced Mr A and caused him distress and frustration. The Ombudsman decided to settle the complaint without investigation.
The Health Board agreed to, within 6 weeks, investigate Mr A’s concerns in relation to the abnormal blood test results, provide him with a formal complaint response, and provide a written apology for the failure to investigate his complaint.