Overview
The complainant (Mr C) raised concerns about the failure by the medical practice (the Practice) to diagnose that he had Crohn's disease. He said that the Practice failed to carry out appropriate investigations, despite his regular visits complaining about stomach problems.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) over a five-year period from April 2005, the Practice unreasonably failed to diagnose that Mr C had Crohn's disease (upheld); and
- (b) the Practice failed to respond properly to Mr C's letter of complaint (upheld).
Redress and recommendations
The Ombudsman recommends that the Practice:
- (i) issue a written apology to Mr C for the failure to carry out further investigations and/or make a referral when he attended with ongoing bowel symptoms in March and April 2009;
- (ii) apologise to Mr C for the failure to take steps to try to obtain his full medical records in order that they could respond to his complaint in full; and
- (iii) make relevant staff aware of our finding on this matter.