The practice manager also made the statement: “When discussion arose about payment for this treatment it became clear that you were resistant to paying…” This further upset Mrs P who felt that she was only requesting a reasonable explanation for charges and not resisting payment.


Feeling the matter significantly unresolved Mrs P complained to the Ombudsman. In looking into the complaint the Ombudsman’s investigator could not verify Mrs P’s account of the confrontation with Mr B nor was it felt that the use of the word “resist” was inappropriate, as questioning a charge could be perceived in that way. However, the practice was criticised on a number of other counts. Passing on Mr B’s desire that Mrs P apologise was felt to be inappropriate and almost certain to make matters worse. The failure to supply Mrs P with a copy of the practice complaints procedure after two requests was also criticised. The practice manager claimed to have enclosed a copy with the reply to the complaint but the Ombudsman’s view was that this was too late in the process.


It was recommended that the practice acknowledge these failings in writing to the Ombudsman and ensure that procedures are tightened to ensure that similar incidents are not repeated.


Key points •


• •


Patients have a right to question the treatment and service provided by healthcare professionals. Ensure that any patient making a complaint is supplied with a copy of the practice complaints procedure. Respond to patient complaints with tact and sensibility or you can expect more problems to come.


18 | www.mddus.com


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