Mrs A complained about the care and treatment she received during an appointment with a General Practitioner.
The Ombudsman found that the Surgery responded to her complaint but failed to directly address the concerns she raised. This caused additional frustration and uncertainty for Mrs A. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Surgery’s agreement to issue a further complaint response to Mrs A, within 3 weeks, addressing the concerns raised.