Overview
The complainant (Ms C) raised a number of concerns about the diagnosis of her brother (Mr A)'s cancer. She complained that the health centre Mr A attended (the Practice) situated in the Greater Glasgow and Clyde NHS Board area, failed to take Mr A's complaints of back pain and reduced mobility seriously and that their lack of proactive investigation of his symptoms meant that Mr A's diagnosis was delayed. Ms C also complained about the Practice's handling of her formal complaint.
Specific complaints and conclusions
The complaints which have been investigated are that the Practice:
- (a) provided Mr A with inadequate care and treatment during the months prior to his death on 26 January 2011 (upheld); and
- (b) dealt inadequately with Ms C's subsequent complaint (upheld).
Redress and recommendations
The Ombudsman recommends that the Practice:
- (i) consider Mr A's case with a view to improving their procedures for proactively ensuring the completion of diagnostic investigations which have been identified as necessary for their patients;
- (ii) draw all GPs' attention to the Adviser's comments regarding record-keeping;
- (iii) review the outcome of this complaint alongside their complaint procedure to avoid similar situations recurring;
- (iv) apologise to Ms C and her family for the failings identified in this report.
The Practice have accepted the recommendations and will act on them accordingly