Ms A complained that Betsi Cadwaladr University Health Board (“the Health Board”) did not take responsibility for investigating her complaint about her removal from the patient list of a GP Practice within the Health Board’s area.
The Ombudsman found that, although the Health Board had responded to Ms A’s queries about the complaint investigation, it had not provided a formal response and Ms A remained unclear about the rationale for its investigation not going further. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 4 weeks, provide Ms A with a formal response outlining the action taken by the Health Board when handling the complaint submitted in September 2024. It agreed to include in the response the rationale for the decisions made regarding the Health Board’s investigation of the complaint.