Overview
The complainant, Ms C, raised a number of concerns about what happened when she attended her GP Practice (the Practice) and about what happened when she subsequently made a complaint.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) the treatment provided to Ms C when she attended the Practice on 2 August 2004 was inappropriate (not upheld);
- (b) Ms C's removal from the Practice list was unfair (not upheld).
Redress and recommendations
The Ombudsman recommends that:
- (i) the Practice apologise to Ms C for the shortcomings identified in this report;
- (ii) the Practice undertake training on complaint handling and the guidance and Regulations governing the removal of patients from the Practice list and, following this training, the GPs and the Practice Manager meet to discuss and draw up a Practice protocol for complaint handling and, specifically, for removal of patients from their list, a copy of which to be sent to the Board's Medical Director for approval and to the Ombudsman for her information; and
- (iii) GP 1 discusses the issue of how he dealt with this complaint at his next annual appraisal as part of his continuing professional development.
The Practice and GP 1 have accepted the recommendations and will act on them accordingly.