Overview
Mrs C complained that Medical Practice 1 had failed to diagnose the cause of her back-pain accurately or in a timely manner. She also complained that the Practice had not dealt with her complaint in accordance with the NHS Complaints Procedure and that GP 1 had made inaccurate entries in her medical record.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) Medical Practice 1 failed to properly or promptly diagnose the cause of Mrs C's back-pain (not upheld);
- (b) Medical Practice 1 failed to handle her complaint in accordance with the NHS Complaints Procedure (upheld); and
- (c) GP 1 made an inaccurate entry in her medical record (not upheld).
Redress and recommendations
The Ombudsman recommends that Medical Practice 1:
- (i) reflect on the Advisers' comments regarding the recording of examination findings and use such advice to inform good practice; and
- (ii) provide Mrs C with a written apology for their failure to properly follow the NHS Complaints Procedure.