Overview
The complainant, Mrs C, raised a number of concerns about her husband (Mr C)'s consultations with various GPs from his GP Practice (the Practice) and from the Greater Glasgow and Clyde NHS Board's GP Out of Hours Service (the Service) prior to his admission to hospital where, sadly, he died of heart problems.
Specific complaints and conclusions
The complaints which have been investigated are that;
- (a) Mr C's heart problems were not diagnosed by GP 1 and GP 2 from the Practice at consultations on 20 October, 28 October and 11 November 2005 (not upheld);
- (b) Mr C's heart problems were not diagnosed by GP 3 and GP 4 from the Service at consultations on 30 November and 1 December 2005 (not upheld);
- (c) the Practice did not deal with Mrs C's complaint properly (upheld).
Redress and recommendations
The Ombudsman recommends that the Practice;
- (i) apologise to Mrs C for failing to deal with her complaint properly; and
- (ii) reflect on their complaints policy, review their complaints protocol and discuss how to respond to complaints from non-patients.
The Practice have accepted the recommendations and will act on them accordingly.
The Ombudsman has no recommendations in respect of Greater Glasgow and Clyde NHS Board.