Ms E complained about the care and treatment her sister, Ms D, received from the Practice between September 2019 and July 2020. Ms E said the Practice:
• Failed to assist in providing Ms D with new dentures contributing to her poor nutritional state at the time of her death.
• Failed to adequately manage Ms D’s medication.
• Failed to adequately treat Ms D’s anxiety.
• Did not visit her to assess her needs.
• Provided Ms E with a copy of her sister’s medical record in which important information was inappropriately redacted.
• Unnecessarily admitted Ms D to hospital on 1 July 2020 against her wishes.
• Poorly handled Ms E’s complaint, and its written responses did not fully address the questions she asked.
The Ombudsman did not uphold any element of Ms E’s complaint. She found that the Practice had no role to play in obtaining new dentures for Ms D, the Practice managed Ms D’s medication and anxiety appropriately, the Practice explained that it had redacted information to protect the information rights of others in line with relevant data protection legislation, Ms D was appropriately admitted to hospital for her own safety and the Practice’s handling of Ms E’s complaint was satisfactory as it responded to all questions relevant to the Practice.