Clinical treatment outside hospital; GP : A GP Practice in the area of Swansea Bay University Health Board Report Date 10/09/2025 Case Against A GP Practice in the area of Swansea Bay University Health Board Subject Clinical treatment outside hospital; GP Case Reference Number 202503427 Outcome Early resolution Ms X complained that a GP Practice in the area of Swansea Bay University Health Board had failed to respond to the complaint she made to it in July 2024 about the care and treatment provided to her late mother.
The Ombudsman found that there had been a significant delay in the Practice responding to the complaint. The Ombudsman said that the delay caused frustration to Ms X. The Ombudsman found that the Practice had written to Ms X in August 2025 and apologised to her for the delay and provided an explanation for it in a letter. The Ombudsman decided to settle the complaint without a formal investigation.
The Ombudsman sought and gained the Practice’s agreement to issue the complaint response and to offer Ms X a redress payment of £250 in recognition of the significant delay in issuing the response within 6 weeks.