Rudeness/inconsiderate behaviour/staff attitude : A GP Practice in the area of Powys Teaching Health Board Report Date 26/09/2025 Case Against A GP Practice in the area of Powys Teaching Health Board Subject Rudeness/inconsiderate behaviour/staff attitude Case Reference Number 202503013 Outcome Early resolution Ms A complained that a GP Practice in the area of Powys Teaching Health Board (“the Practice”) did not provide a response to her complaint, submitted in June 2025. She also complained about the behaviour of a staff member in July 2024 and a warning letter sent to her aunt and uncle.
The Ombudsman decided that nothing further could be achieved in respect of the behaviour of a staff member and the warning letter. The Practice’s actions had been reasonable. However, it was noted that after Ms A had been invited to submit a complaint, it was then not responded to. Whilst the Ombudsman acknowledged the Practice’s position, it was decided that a letter to Ms A in response was needed. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Practice’s agreement to, within 2 weeks, provide Ms A with a letter in response to her complaint submitted on 19 June 2025.