Overview
The complainant (Ms C) who was an Advocate acting on behalf of Mrs A, raised a number of concerns that the care and treatment provided by his General Practitioner (GP) to Mrs A's husband (Mr A) were inappropriate. Ms C also complained that Mr A’s medical practice (the Practice) failed to provide an adequate response to the complaint about Mr A's treatment.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) the Practice failed to provide appropriate care and treatment for Mr A's reported symptoms of headaches; dizziness; and disorientation; in April and May of 2012 (upheld); and
- (b) the Practice failed to provide an adequate response to the complaint about Mr A's treatment (upheld).
Redress and recommendations
The Ombudsman recommends that the Practice:
- conducts a Significant Event Analysis of these events and that any learning outcomes are discussed at the GP's annual appraisal;
- conducts a review of a sample of clinical records to assess whether they meet the standards recommended by the GMC. Any learning outcomes to be addressed at the GP's annual appraisal and/or with appropriate training;
- conducts a review of the Practice's monitoring protocol for patients taking warfarin to ensure that it is fit for purpose;
- conducts a review and revision of its complaints procedure to ensure it complies with current NHS complaints handling guidance;
- ensures that all staff have received appropriate training on handling complaints; and
- issues a written apology to Mrs A for all the failings identified in this report.