Clinical treatment outside hospital; GP : A GP Practice in the area of Aneurin Bevan University Health Board

Ms A complained that a GP Practice in the area of Aneurin Bevan University Health Board failed to deal with her complaint appropriately.

The Ombudsman found that the Practice had provided Ms A with a response, but the response was not in keeping with the Putting Things Right Regulations and that parts of the response were inappropriate in tone or content. This resulted in Ms A feeling that her complaint was not dealt with appropriately and, she said, inflamed her concerns.

The Ombudsman contacted the Practice and in resolution of Ms A’s complaint it agreed that within 20 working days, to provide a written apology, acknowledging that parts of the complaint were not investigated or responded to appropriately and that staff would re-familiarise themselves on how to manage complaints under the Regulations.

The Ombudsman considered this to be an appropriate resolution and did not investigate.