GP Complaint - Advice?

The_Fiddle_Man

I've recently lodged a complaint with a relatives GP Surgery after they made a mistake which caused a serious issue and put my relatives health at risk. This particular Surgery have made mistakes before but this was the final straw and relative has now registered with another GP Surgery.

They have acknowledged my complaint via letter and are looking into it, however I am expecting them to fob us off as they have already tried this verbally.

Due to the nature of the incident I want to complain further to the next level. What steps do I take, who do I contact? Would it be the local CCG or NHS England?

Please note, I am not seeking compensation or planning legal action, I simply want this GP and it's practice staff to be aware of what they did, the problems it caused and why when I queried the actions of a GP at the appointment with my relatives I was ignored.

I should add the Consultant of my relative was extremely unhappy with what the GP did and wrote to them to raise his concerns.

Tigsteroonie

Why are you complaining and not your relative, who received this alleged poor treatment?

The_Fiddle_Man

Tigsteroonie wrote: »

Why are you complaining and not your relative, who received this alleged poor treatment?

You clearly do not want to answer my question.

What does it matter who complains? For the record it is my relative making the complaint, I am doing it on their behalf given they are 77 years old, partially sighted, deaf and can barely walk.

It's not alleged, given the ambulance crew spent almost 2 hours stabilising them before blue lighting them to hospital.

[Deleted User]

If you are complaining about a GP you can write to either the practice manager or the CCG. You have to exhaust this local complaints procedure before you are allowed to refer to the Health Ombudsman. Rather than type it out again, have a shufty at my posts here, you'll see that the whole system is rigged to ensure you can't win.

Your other option is to write to the CQC, but they don't uphold complaints, they just take your information and use it to investigate/inspect the practice.

Undervalued

The_Fiddle_Man wrote: »

You clearly do not want to answer my question.

What does it matter who complains? For the record it is my relative making the complaint, I am doing it on their behalf given they are 77 years old, partially sighted, deaf and can barely walk.

It's not alleged, given the ambulance crew spent almost 2 hours stabilising them before blue lighting them to hospital.

It matters a great deal!

Unless you have the legal authority to act on this relative's behalf the surgery shouldn't be discussing the matter with you at all. If you do then fine.

There may well be valid grounds to complain but equally there may be another side to the story so it is "alleged" unless or until they admit responsibility or it is adjudicated by the proper authority!

Proxima_Centauri

Unfortunately if a business or organisation are investigating themselves, it's a foregone conclusion. Warn others about this doctor, but don't expect the surgery to admit there's a problem with him/her.

FBaby

Write to the CCG but AFTER you get the response from the practice because the first thing the CCG will do is contact the practice for their perspective.

Tigsteroonie

The_Fiddle_Man wrote: »

You clearly do not want to answer my question.

What does it matter who complains? For the record it is my relative making the complaint, I am doing it on their behalf given they are 77 years old, partially sighted, deaf and can barely walk.

No, I am trying to elicit more information from you to give clarity to the question.

A simple "because they are old/frail" would have sufficed, similar to "because they are a minor". But "because they are female" or "because they cannot be bothered" would not be good enough reasons. You didn't specify either way.

As someone else pointed out, you have to have been given authority by them to act on their behalf in such personal matters.

The_Fiddle_Man

Undervalued wrote: »

It matters a great deal!

Unless you have the legal authority to act on this relative's behalf the surgery shouldn't be discussing the matter with you at all. If you do then fine.

There may well be valid grounds to complain but equally there may be another side to the story so it is "alleged" unless or until they admit responsibility or it is adjudicated by the proper authority!

I have Power of Attorney, I am sure there will be another side to the story, but the GP in question made a mistake and even breeched NICE Guidelines. Like I said, I just want an apology but I get a feeling it will be a fob off from them.

The_Fiddle_Man

FBaby wrote: »

Write to the CCG but AFTER you get the response from the practice because the first thing the CCG will do is contact the practice for their perspective.

Already been in touch with the CCG today and they have kindly provided me with a copy of the complaints procedure, it was not visibly available on the website but I do have a copy now. I will of course wait for the practice to review the complaint and reply. Wondering how long I should give them in terms of a timescale.

The_Fiddle_Man

Tigsteroonie wrote: »

No, I am trying to elicit more information from you to give clarity to the question.

A simple "because they are old/frail" would have sufficed, similar to "because they are a minor". But "because they are female" or "because they cannot be bothered" would not be good enough reasons. You didn't specify either way.

As someone else pointed out, you have to have been given authority by them to act on their behalf in such personal matters.

Fair enough, I apologise for jumping off in the deep end. As above I do have Power of Attorney.