Overview
The complainant (Ms C) raised a number of concerns about the diagnosis of diabetes and aftercare offered to her by her GP practice (the Practice).
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) the Practice failed to follow recognised procedures in reaching a diagnosis that Ms C was suffering from diabetes (upheld);
- (b) the Practice did not arrange for appropriate follow-up for Ms C following the diagnosis of diabetes (upheld);
- (c) the Practice's communication with Ms C regarding her diagnosis and test results was inadequate (upheld); and
- (d) the Practice's response to Ms C's complaint was inappropriate (upheld).
Redress and recommendations
The Ombudsman recommends that the Practice:
- (i) put in place a protocol to ensure that diabetes is diagnosed in line with recognised practices;
- (ii) put in place a protocol to ensure that newly diagnosed diabetics receive appropriate follow-up care;
- (iii) take steps to ensure they deal with complaints in line with the NHS complaints procedure; and
- (iv) write to Ms C with an apology for the failures identified in this report, including those relating to complaint handling and the content of the letter sent to Ms C on 14 July 2008.
The Practice have accepted the recommendations and will act on them accordingly.