Ms X complained that the Practice refused her request for a home visit to carry out a blood test. She stated that the Practice, failed to take into account how her mental health limited her ability to leave her home and, as a result, did not make reasonable adjustments for her needs.
The Ombudsman found that Ms X’s blood test was routine and that she could reasonably attend at a later date. The Ombudsman was concerned to note that after Ms X disclosed her mental health difficulties and inability to leave her home, the Practice did not consider whether she would be placed at a substantial disadvantage or explore whether any reasonable adjustments were required. Additionally, the Practice’s claim that community nurses only visit patients who are ‘housebound’ was inconsistent with information published on its website. The Ombudsman decided to settle the complaint without carrying out a formal investigation.
The Ombudsman sought and obtained the Practice agreement to, within 4 weeks: (1) remind staff that patients may be referred to a community nurse if they are unable to leave their home; and (2) review Ms X’s concerns to determine whether she would be placed at a substantial disadvantage and to explore whether any reasonable adjustments are required to reduce any barriers to her access to services.