Dudley GP who ‘bullied’ patient into going elsewhere is named by Health Service Ombudsman
A Dudley doctor, whose actions made a patient feel she had no choice but to leave the practice she had been happily registered at for 24 years, has been criticised in a new report published by the Health Service Ombudsman today (9 November 2011).
Dr Hampson of Northway Medical Centre in Dudley has been publically named in only the second report of its type ever published by Health Service Ombudsman, Ann Abraham, after he refused to compensate his patient, Mrs S, for the distress and inconvenience he had caused her.
The report sets out the findings of the Ombudsman’s investigation of Mrs S’s complaint that Dr Hampson had ‘bullied’ her into going elsewhere for her medical care following an incident at his practice.
Mrs S’s daughter suffers from an ongoing undiagnosed condition which causes her to pass out periodically. In August 2010, after she had collapsed at work, Mrs S took her still unconscious daughter by car to the Northway Medical Centre, in the hope of seeing a doctor. It was after 6pm and, although the practice did not close until 6.30pm, the receptionist told Mrs S that there were no more appointments that day. Mrs S was advised to go to the walk-in centre or wait for an out-of-hours GP. By her own admission, Mrs S ‘stormed out’ of the practice because she was angry and upset. She subsequently received a letter from Dr Hampson stating that she needed to apologise within 14 days or he would be unable to offer her medical care in future. Taking this as an ultimatum, Mrs S registered herself with another GP. She complained to the practice about what had happened, but she was unhappy with the outcome and brought her complaint to the Ombudsman.
The Ombudsman upheld Mrs S’s complaint. The investigation found that although Dr Hampson did not actually remove Mrs S from his practice’s list, he left her in no doubt that this would happen if she did not apologise. He was aware of Mrs S’s daughter’s condition but there was no evidence that he had taken account of how Mrs S’s concern for her daughter would have impacted her actions. He didn’t act in line with national and local guidance about removing patients from a GP list and his actions caused Mrs S distress and inconvenience.
Dr Hampson was told by the Ombudsman to acknowledge his mishandling of the situation and apologise to Mrs S. He was also asked to pay her £500 in financial redress, which to date he has not agreed to do. The Ombudsman’s investigations normally take place in private. However, the outcome of this investigation is being brought to the attention of Parliament in the hope that it will encourage Dr Hampson to provide the long overdue remedy to Mrs S. The findings have also been shared with the local Primary Care Trust and with the General Medical Council.
Commenting on the case, Ms Abraham said
‘There is professional guidance available to GPs about removing patients from their lists. Unfortunately, cases like this show that some GPs are simply not getting the basics of communication right.
I have no doubt that having a patient storm out was an unpleasant experience for the Practice’s staff. That does not remove the injustice experienced by Mrs S. In her words she was ‘bullied’ into finding a new GP practice after 24 years. Mrs S said she feels that if Dr Hampson agreed with our recommendations and carried all of them out, then this would be sufficient to allow her to move on and draw a line under her complaint and the events that led to it. I hope that this report will achieve this outcome for her.’
…Ends…
For more information or to request an interview with a spokesperson from the Ombudsman’s Office, please contact the Press Office on 0300 061 3981/3924 or email press@ombudsman.org.uk
Notes to Editors:
- The Health Service Ombudsman’s role is to consider complaints that the NHS in England has not acted properly or fairly, or has provided a poor service.
- We are a free service, open to everyone.
- Ann Abraham currently holds the post of Health Service Ombudsman and is also Parliamentary Ombudsman. She is appointed by the Crown and is completely independent of government and the NHS.
- For a copy of the full Report by the Health Service Ombudsman for England of an investigation of a complaint about a GP in Dudley will be available from our website at www.ombudsman.org.uk from 00.01 on 9 November 2011.
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