The complainant (Mrs C) raised a number of concerns about delays and failures in the care and treatment provided to her mother (Mrs A) by a medical practice (the Practice) between November 2009 and August 2010. Mrs C was also dissatisfied with aspects of the Practice response to her complaints.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) the care and treatment which the Practice provided to Mrs A between late 2009 and August 2010 was inadequate (upheld);
- (b) the Practice did not take reasonable action in response to information provided about planned investigations of Mrs A's health (not upheld); and
- (c) the Practice response to Mrs C's complaints was inadequate (upheld).
Redress and recommendations
The Ombudsman recommends that the Practice:
- (i) apologise to Mrs A for their failure to reasonably assess and oversee her care and treatment in 2009 and 2010;
- (ii) ensure that their GP records accurately reflect and define patients' symptoms and consultants' findings as part of the on-going diagnostic process; and
- (iii) apologise to Mrs A and Mrs C for the failure to adequately address the complaint.
The Practice have accepted the recommendations and will act on them accordingly.