Overview
The complainant, Mrs C, visited the medical practice (the Practice) with her three year old grandson (Child A), who was unwell, and was seen by the doctor (the GP). After examining Child A, the GP diagnosed that he had tonsillitis. The GP then asked Mrs C to have Child A's parents contact him as he wished to address the issue of 'targeted kicks' from the child towards the GP during the consultation. Mrs C was unhappy with the GP's attitude and complained to the Practice Manager. She remained unhappy with the response to her complaint, which was sent by the GP, and asked the Ombudsman to investigate.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) it was unreasonable for the GP to complain about being kicked by ChildA (upheld); and
- (b) the handling of, and response to, Mrs C's complaint by the Practice was unreasonable (upheld).
Redress and recommendations
The Ombudsman recommends that:
- (i) the GP should make a full formal written apology to Mrs C for the distress caused to her following the consultation;
- (ii) the GP 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) the Practice should revise their 'Practice Complaints Procedure' to ensure that patients are made aware that they may request that their complaint is investigated and responded to by someone other than the person complained about. This review should also include the development of a process to investigate and address each part of a complaint made before a response is issued; and
- (iv) the Practice should communicate the updated Complaints Procedure in a revised 'Practice Information' leaflet.