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Selected Investigations Completed October 1997 - March 1998 > Part I, Case no. E.1006/97-98
Matters considered:
GP’s manner caused unnecessary distress—unreasonable and inappropriate handling of complaint
Complaint against: A GP in the Northumberland Health Authority area
Summary of case
In February 1997 Mr X wrote to the GP’s surgery complaining about the GP’s behavior when he examined Mr X’s two children at his home earlier that month. In his reply the GP said that he considered the complaints to be vexatious and that, unless Mr X made an appointment to see him to discuss the matter, he would be removed from the practice list. Mr X’s request for an independent review of his complaint was later refused.
Findings
The investigation was unable to resolve differing perceptions about what took place during the GP’s home visit and the Ombudsman to reach a finding on this part of the complaint, although he suggested that the GP might wish to reflect on whether any lessons could be learnt for his professional practice from this incident. While the GP’s reply to
Mr X covered the main issues raised, his letter did not comply with national and local guidance in that it was not conciliatory and not conducive to a satisfactory resolution of the complaint. The Ombudsman considered that the threat to remove Mr X from the practice list was inappropriate. The GP failed to tell Mr X about his right to complain to the Health Authority if he remained dissatisfied.
Remedy
The GP apologised. He agreed to familiarise himself with the local and national complaints procedures and to take into account in dealing with any future complaint the objective of seeking a mutually satisfactory resolution whenever possible. He also agreed that the practice would display a waiting room poster about the complaints procedure as specified in the national guidance on the NHS complaints procedure.
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