Out of Hours GP care : Swansea Bay University Health Board

Mr X complained that an Out of Hours GP employed by the Health Board provided him with incorrect advice and said he should have been referred to hospital. He also complained that the Out of Hours GP was dismissive in his attitude and his concerns were not addressed.
The investigation found that the Out of Hours GP’s assessment of Mr X was reasonable and so was his management of Mr X at the consultation. However, the investigation also found that maladministration occurred during the Health Board’s handling of Mr X’s complaint and so it did not reach a reasonable standard.
The Ombudsman upheld Mr X’s complaint that the Health Board did not handle his complaint properly. The Health Board agreed to the Ombudsman’s recommendation to apologise to Mr X.