General Practice

Charter Medical Centre (18 003 886)

Statement Not upheld General Practice 09-Aug-2019

Summary: The Ombudsmen found fault by the Council in relation to the care provided to a woman when she was resident in a nursing home. The Council agreed to apologise to the complainant and pay him a financial sum in recognition of the distress and uncertainty this caused. The Ombudsmen found no fault with the care provided by the Practice or Trust during the woman's time in the nursing home and her subsequent hospital admission.

Lions Health Centre (17 000 897)

Statement Not upheld General Practice 01-Aug-2019

Summary: The complaint is about the late Mrs B's care in hospital, in a nursing home and by her GP. We have upheld complaints of poor discharge planning by a council and clinical commissioning group. We have upheld a complaint against an NHS trust for making a safeguarding referral unnecessarily. We have also found poor record keeping by a nursing home. We have not upheld complaints about poor care in the nursing home, about GP care or about the trust discharging Mrs B to the nursing home. We have made recommendations for payments and apologies to remedy the distress to Mrs B's family.

Church Street Medical Centre (17 017 711)

Statement Upheld General Practice 24-Jul-2019

Summary: Ms P complained that a care home and GP practice failed to properly respond to her father Mr D's ill health, which put him at unnecessary risk. On another occasion, a nurse at the care home failed to call an ambulance in time, reducing his chance of surviving the infection he died of. Further, that a council failed to carry out safeguarding investigations adequately. The Ombudsmen find some fault with the response of the GP practice and care home in the first incident, which caused Ms P distress. In the second incident the nurse failed to call an ambulance in time which reduced Mr D's chance of surviving. The Ombudsmen recommend action to address this. They find no fault with the safeguarding investigations.

The Woottons Surgery (17 019 357)

Statement Upheld General Practice 18-Jun-2019

Summary: Mr C has complained about the care and treatment of his late wife by a care home, GP practice and a trust. The Ombudsmen do not uphold the complaint with the care home or Trust, but have found fault with the Practice in relation to medication.

Highbridge Medical Centre (18 001 076)

Statement Not upheld General Practice 11-Jun-2019

Summary: Ms Y complains about the care and treatment provided to her daughter, Ms X, mostly over a period of six days. The Ombudsmen do not find good reasons to criticise the clinical decisions taken about her care. However, there is evidence of fault causing injustice in the way NHS England dealt with the complaint. To remedy the outstanding injustice, the Ombudsmen recommend NHS England offers a symbolic payment of £100 to Ms X's mother, Ms Y, for the inconvenience caused by its delays.

Dodworth Medical Practice (18 010 443)

Statement Upheld General Practice 07-Jun-2019

Summary: Mrs D complained that a GP practice and nursing home failed to provide her father with medication he needed for four days and that this led to his death. The Ombudsmen find that both the GP practice and nursing home failed to make sure he received the medication on time, and this reduced his chances of surviving an infection. They have agreed to actions to address this.

Crown Heights Medical Centre (17 017 831)

Statement Upheld General Practice 17-May-2019

Summary: Mrs P complained that after she asked a care home to call a GP to see her mother Mrs D, a GP did not visit and Mrs D died prematurely as a result. The Ombudsmen find that the care home failed to monitor Mrs D's condition and seek medical attention as it should have done. The GP practice failed to respond properly to contacts from the care home about Mrs D. The Ombudsmen cannot say what impact this had on Mrs D, but the distress and uncertainty caused by this are an injustice to Mrs P. They recommend action to put this right.

Grove Medical Centre (17 013 455)

Statement Not upheld General Practice 09-May-2019

Summary: The Ombudsmen has not found fault by a Council, an NHS Trust or a CCG with their assessment and/or consideration of continuing healthcare funding. The Ombudsmen found fault by a GP Practice in not considering fast-tracking a continuing healthcare assessment. The Practice has already accepted the fault and taken action to learn from the complaint. A retrospective continuing healthcare review which the CCG has agreed to will remedy any potential financial injustice.

West Gorton Medical Centre (17 015 792)

Statement Not upheld General Practice 16-Apr-2019

Summary: Miss A complained about a Practice, Trust and Council in relation to a mental health referral. The Ombudsmen do not uphold the complaint as they have not found fault by the bodies complained about.

Kincora Doctors Surgery (17 003 012)

Statement Not upheld General Practice 28-Mar-2019

Summary: Mr B complains on behalf of his late great grandmother, Mrs C. He is unhappy with the care provided to her by a number of organisations which he says led to physical discomfort for her and distress for her family. There were some failings by the Council which it should apologise for and provide Mr B with details of how it will ensure these failings do not happen again. There were no failings by the other organisations involved in Mr B's complaint.