Miss A complained that a GP at the Practice had used his mobile phone as a torch during an intimate examination, and she was unsure if any images were taken. Miss A was unhappy with how the Practice handled her concerns.
The Ombudsman decided that there was a delay between the consultation and the GP’s mobile phone being checked. This meant that the Practice could not confirm that the GP provided the same device used in the consultation, or that no images were taken. The Ombudsman said that this caused lasting uncertainty and distress to Miss A.
The information the Practice provided to Miss T about the delay in speaking to the GP was unclear and appeared inconsistent. This contributed to Miss A’s uncertainty and distress about what happened, and her concerns about whether the Practice had dealt with the incident properly.
As a result of the Ombudsman’s involvement, the Practice reported the incident to the Health Board, and held a significant event analysis. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Practice’s agreement to offer Miss A an apology and £500 redress in recognition of the lasting uncertainty and distress, and the handling of her concerns. It also agreed to provide Miss A with a complaint response detailing what happened and the action taken, and to provide the Ombudsman with evidence of the completed actions agreed at the significant event analysis, within 2 weeks.