Overview
The complainant (Miss C), an advocacy worker, complained on behalf of a man (Mr A) regarding the treatment received by his late wife (Mrs A) at her GP Practice (the Practice). Mr A complained about the Practice's failure to promptly diagnose Mrs A's secondary cancer and he considered that the overall treatment provided to her was inappropriate. The specific points of complaint are listed below.
Specific complaints and conclusions
The complaints which have been investigated are that the Practice:
- (a) failed to diagnose and properly treat Mrs A's illness (not upheld);
- (b) provided inaccurate information about waiting times for an ultrasound scan (upheld);
- (c) inaccurately completed an out-patient appointment form (not upheld);
- (d) delayed arranging blood tests and only did so upon Mrs A's request (no finding);
- (e) delayed admitting Mrs A to hospital (not upheld);
- (f) failed to respond to Mrs A and her family sympathetically and empathetically (not upheld);
- (g) caused distress by asking Mrs A why she needed a medical certificate (no finding); and
- (h) dealt inefficiently with a request for a repeat prescription (not upheld).
Redress and recommendation
The Ombudsman recommends that the Practice considers putting procedures in place to regularly check prevailing waiting times for relevant out-patient services/clinics and does not continue to rely on historic data which may no longer be accurate.
The Practice have accepted the recommendation and will act on it accordingly.