Overview
The complainant (Mrs C) raised a number of concerns about the care and treatment provided to her late mother (Mrs A) by the Medical Centre she attended for several years (the Practice), leading up to her death from cancer in June 2010. Mrs C is supported in her complaint by Mrs A's husband (Mr A) and her sister (Mrs D).
Specific complaints and conclusions
The complaints which have been investigated are that the Practice:
- (a) did not listen to the concerns raised (not upheld);
- (b) failed to carry out adequate tests and investigations (upheld); and
- (c) did not take adequate steps to help with the diagnosis of Mrs A's cancer (upheld).
Redress and recommendations
The Ombudsman recommends that the Practice:
- (i) undertake a significant event review of Mrs A's care and treatment from March 2010 onwards and consider lessons that can be learned for future practice;
- (ii) ensure that Practice records comply with NHS record-keeping guidelines; and
- (iii) apologise for the failures identified in this report.
The Practice have accepted the recommendations and will act on them accordingly.