3. Mrs A complains the Practice failed to provide her mother with face to face appointments with a GP in September 2023.
4. As a result of the failures, Mrs A says her mother was caused unncessary distress and upset and had to move to a diffeent practice.
5. As a resolution to her complaint Mrs A would like service improvements and an apology.
7. Before we decide if we should conduct a detailed investigation of a complaint, we look at whether there are signs the events complained about had a negative effect which the organisation has not put right.
8. We looked closely at Mrs A’s desired outcome. Mrs A would like the Practice to provide an apology and service improvements to recognise the impact of the failings her mother experienced.
9. Following discussions with both Mrs A and the Practice, the Practice has now provided a detailed response letter to her complaint explaining the service improvements that have been made and an apology.
10. We consider this agreed resolution meets Mrs A’s desired outcomes and we will not be carrying out any further investigation into her complaint.
11. We realise how difficult and upsetting this matter has been for Mrs A and we thank her for bringing her complaint to us.
1. We have carefully considered Mrs A’s complaint about the Practice. We are sorry to learn of the issues her mother experienced when trying to make appointments to see a GP in September 2023.
2. We have decided we will not be taking the complaint any further. This is because the has provided a letter in response to your complaint detailing the service improvements it has now made as resolution to your complaint which we consider reasonably resolves the issues you brought to us.