Ms A complained that the GP Practice had stopped her medication without warning, that it had not investigated clinical concerns she raised about her knee and shoulders, that it wrote a referral with missing information and that it wrote a summary of care for a third party that contained inaccuracies.
The Ombudsman found that Ms A had raised these issues with the GP Practice but that it had not provided a response to all points of complaint. It had also not provided an apology for matters it acknowledged could have been handled better. The Ombudsman said this caused frustration to Ms A and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the GP Practices agreement to, within 1 month: a) Provide an apology to Ms A for making a referral with incomplete information.
b) Provide a written explanation as to why Ms A’s medication was stopped without telling her and address her complaint about clinical investigations that did not take place for her knee and shoulders.
c) Provide an apology for not addressing the above in the Practice’s formal complaint response.
d) Provide an explanation as to information that was shared with an external clinic about Ms A’s medical history.