This month we published decision reports from 11 complaints investigated by the Ombudsman.
Sector breakdown:
- Health: 5
- Local Government: 3
- Housing Associations: 1
- Scottish Government and Devolved Administration: 2
Outcomes:
- Fully upheld: 4
- Some upheld: 6
- Not upheld: 1
We made 34 recommendations to public bodies.
In one case we investigated, a complainant contacted their GP practice to raise concerns about the care and treatment provided to their late parent.
The practice, now under new management, stated that it had no involvement in the care and treatment, as this had taken place under a previous, now dissolved, partnership arrangement.
We found that the practice should have advised the complainant to contact the NHS board at the earliest opportunity, in line with the complaints handling procedure. The board could have facilitated communication between the former partner(s) and the complainant where possible. If the former partners were unable to respond, the board’s Primary Care Service department could have considered providing a response, commissioning an external review, or signposting to another appropriate body.
We asked the practice to apologise to the complainant and ensure that future complainants are directed to the relevant board or service provider.
It is essential that members of the public always have access to a clear and accessible complaints procedure.