Miss D complained that her late aunt, Miss F’s, GP Practice incorrectly informed her that doctors did not do home visits when she rang with concerns about Miss F on 28 and 29 June 2023.
The investigation found that, on the balance of probabilities, the appropriate policy was not followed by the GP Practice when Mrs D rang with concerns about Miss F on 28 and 29 June 2023.
The GP Practice agreed to provide Mrs D with an apology for the failings identified and offer her a payment of £750 for the distress and uncertainty caused by these failings. It also agreed to undertake further training with its administrative staff to ensure full understanding of the Home Visit Policy and the need for a clinician to triage any requests for home visits. Finally, it agreed to review its complaint handling of this case to identify any lessons to be learned.
