Clinical treatment outside hospital; GP : A GP Surgery in the area of Hywel Dda University Health Board

Ms X complained about a letter sent to her by a GP Practice in the area of Hywel Dda University Health Board (“the Practice”) which warned her about her behaviour. Ms X said that the information contained in the letter contradicted her version of events and that of her Support Worker, present at the time.

The Ombudsman found that there was a discrepancy in the version of events provided by the Practice and that provided by Ms X’s Support Worker. However, in the absence of other evidence, she was not able to reconcile the differing accounts in a way that would allow her to reach a definitive finding. That said, the Ombudsman considered that the statement of the Support Worker should form part of the Practice records to reflect the differing recollections.

The Ombudsman contacted the Practice, and in resolution of Ms X’s complaint, it agreed to, within 10 working days, to provide Ms X with written confirmation that the statement of her Support Worker had been appended to the letter sent to her by the Practice, and formed part of the Practice records.