Overview
The complainant (Mrs C) raised a number of concerns about the care and treatment provided to her by her medical practice (the Practice) since the beginning of 2012. Mrs C believed that the doctor treating her failed to acknowledge or deal with the symptoms she was displaying and that the doctor failed to recognise a general decline in her health. As a result she was not referred timeously for specialist assessment. Mrs C was subsequently diagnosed with bowel cancer and she believes that earlier referral would have avoided the need for the emergency surgery she was required to undergo.
Specific complaints and conclusions
The complaints which have been investigated are that the Practice:
- provided inadequate care and treatment (upheld); and
- unreasonably failed to make the appropriate referrals (upheld).
Redress and recommendations
The Ombudsman recommends that the Practice:
- ensure that the doctor responsible for Mrs C's treatment reflects on their practice in relation to these events and discusses any learning points at their next appraisal;
- review with the doctor involved in Mrs C's care the SIGN guideline 126;
- review the General Medical Council guidance on record-keeping and evaluate a sample of their case notes to see that they are fulfilling the required standards;
- apologise in writing for the failures identified in this report.
The Practice have accepted the recommendations and will act on them accordingly.