In the end the Ombudsman recommended that the practice apologise to Mr C for its actions in regard to the complaint and that the practice undertake training in complaint handling and the guidance and regulations governing the removal of patients from the practice list.
Key points •
• •
Respond to complaints promptly and according to timescales set out in NHS and other guidance. In responding to a complaint provide a detailed explanation of how it has been investigated and the justifications behind your conclusions. Removal of a patient from the list should be a last resort and conducted according to legal and professional guidelines.
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