Case studies


Case study 1: Removal from the practice list Mr C presented at his local GP practice complaining of chest pain. The attending GP, Dr Y, examined Mr C and thought it likely he was suffering from unstable angina but considered it prudent to exclude a heart attack. So she phoned for an emergency ambulance to have Mr C transported to hospital.


In the ambulance a frightened Mr C was informed by the paramedics that they had not been told it was an emergency; otherwise they would have “blue-lighted” the journey to the practice. They also expressed surprise that Mr C had been given no medication during his wait for the ambulance. He was later diagnosed with heart valve disease.


Mr C decided to make a formal written complaint to the practice in regard to his treatment that day. He related how the paramedics and hospital staff at the Coronary Care Unit had been shocked at his lack of emergency treatment at the practice. Mr C further stated in the letter that although he always found the other partners in the practice to be professional and competent he did not want to be treated again by Dr Y.


A response arrived 11 days later from the practice manager stating that the complaint was being investigated according to practice complaint procedures. Mr C did not hear from the practice again for over three weeks so he got in touch with the local Patient Liaison Manager who contacted the practice manager. Another letter was sent to Mr C stating the matter was still being investigated.


Nearly two months after his first letter Mr C received a reply from the practice manager stating that the matter had been investigated and his complaint was found to be groundless. It did not address any of the specific issues Mr C had raised nor did it provide an explanation of how the practice had arrived at this conclusion. The letter also stated:


“Clearly the trust between yourself and this practice has broken down and we feel it would be in your best interests to register with another practice. If you have any difficulties with this you should contact Practitioner Services who will allocate a practice to you.”


14 | www.mddus.com


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