Overview
The complainant (Mrs C) raised a number of concerns about the care and treatment that her late father (Mr A) had received from his GP Practice (the Practice) before his death.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) the Practice delayed in examining Mr A after his family contacted them stating that he had chest pain on 28 June 2007 (upheld); and
- (b) the action taken to 'flag' Mr A's notes that he had special requirements was inadequate (upheld).
Redress and recommendations
The Ombudsman recommends that the Practice:
- (i) apologise to Mrs C for the delays in examining Mr A on 28 June 2007;
- (ii) organise a review of their triage systems and ensure that the revised procedures are communicated effectively to staff;
- (iii) apologise to Mrs C for the failure to effectively flag Mr A's notes; and
- (iv) consider how they can effectively flag the electronic records of a patient with significant health problems.
The Practice have accepted the recommendations and will act on them accordingly.