Overview
The complainant, Mr C, raised a number of concerns about his General Practitioner (GP 1) following a consultation in August 2005.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) GP 1 behaved unprofessionally towards Mr C during the consultation (upheld);
- (b) GP 1 unfairly removed Mr C from the medical practice (the Practice)'s patient list (upheld); and
- (c) GP 1's response to a complaint from Mr C's daughter was unsatisfactory (upheld).
Redress and recommendations
The Ombudsman recommends that:
- (i) GP 1 should make a full formal written apology to Mr C for failing to deal with him in a professional manner and for the distress caused to Mr C and his family in pursuing this matter;
- (ii) GP 1 should consult with the Director of General Practice Postgraduate Education (or his deputy) to discuss, identify and participate in training and developmental initiatives designed to improve his consultation and communication skills;
- (iii) GP 1 should make a full formal written apology to Mr C for removing him unfairly from the Practice patient list;
- (iv) the Practice should reflect on this case and reconsider their policy for removing patients. This revised policy should be open to the patient population and advertised in a revised 'Practice Information' leaflet;
- (v) the Practice should revise their 'Practice Complaints Procedure' to ensure that patients are made aware that they can ask for their complaint, and the response, to be handled by someone other than the person complained about; and
- (vi) the Practice should communicate the revised complaints procedure in a revised 'Practice Information' leaflet.