Clinical treatment outside hospital; GP: A GP Practice in the area of Cwm Taf Morgannwg University Health Board

Mrs C complained about the care and treatment provided to her husband, Mr C, by his GP Practice. Mrs C complained that the Practice dismissed Mr C’s symptoms in February and October/November 2020 and did not refer him for investigation. She also complained that the Second GP’s manner was off-hand and their complaint response was inappropriate. Since the investigation into Mrs C’s complaint commenced, the Practice has merged with another to form a new surgery that does not include any of the former Partners.

This office has therefore investigated the complaint with the assistance of 2 former Partners of the Practice.

The investigation found that the care and treatment provided to Mr C by the Practice fell below expected standards. This is because the Practice did not fully explore Mr C’s symptoms in February and October/November 2020 and did not refer him for investigation. Furthermore, the Second GP’s complaint response fell below expected standards. The Ombudsman therefore upheld these elements of the complaint. However, the investigation did not find the Second GP’s manner to be inappropriate, so this aspect was not upheld.

The 2 former Partners of the Practice agreed to apologise to Mr and Mrs C for the failings identified and provide evidence that they have reflected on the care provided and undertaken relevant learning.