Health : A GP Practice in the area of Swansea Bay University Health Board

Mrs C complained that the Surgery had failed to respond to the complaint she made in August 2022 and had not provided her with a copy of a call recording she had requested.

The Ombudsman decided that there had been a significant delay by the Surgery to respond to the complaint and request for the call recording. She said this caused inconvenience and frustration for Mrs C. The Ombudsman decided to settle the complaint without an investigation.

The Ombudsman sought and gained the agreement of the Surgery to apologise to Mrs C and provide her with £50 redress for the failure to respond to her complaint. The Surgery also agreed to provide Mrs C with a complaint response and copy of the call recording within 3 weeks.