Overview
The complainant (Mrs C) complained that her son (Mr A)'s General Practitioner (GP 1) failed in his duty of care by not referring Mr A for an immediate ultrasound scan when he presented with severe pain and swelling in his left testicle. She also complained that a medical practice (the Practice) failed to meet the requirements of their Practice Complaints Procedure in the way they dealt with her complaint.
Specific complains and conclusions
The complaints which have been investigated are that:
- (a) GP 1 failed in his duty of care by not referring Mr A for an immediate ultrasound scan (not upheld); and
- (b) the Practice failed to meet the requirements of their Practice Complaints Procedure in the way they handled Mrs C's complaint (upheld).
Redress and recommendations
The Ombudsman recommends that the Practice:
- (i) formally apologise to Mrs C for the failure to follow the Practice Complaints Procedure, and
- (ii) take steps to ensure that Practice staff who deal with complaints are fully conversant with the time standards within the Practice Complaints Procedure and respond in accordance with these time standards.
The Practice have accepted the recommendations and will act on them accordingly.
Please note that this Report contained typographical errors in Annex 1. It should read:
The General Practitioner who examined Mr A and recorded 'lump is Right epididymis'.
The SPSO has apologised to the complainant for this error.