The Ombudsman set out to investigate Ms D’s complaint about whether appropriate clinical care was provided by the Practice, in relation to her post-natal care during a consultation in January 2024. The investigation also considered whether any delays in handling and responding to the complaint were acceptable.
In response to the Ombudsman’s investigation, the Practice confirmed that it was not contractually required to carry out a formal post-natal check-up on the date being investigated. The Ombudsman found no indication that the Practice had failed to provide appropriate post-natal care in that respect. However, Ms D had been concerned about contrary information provided when she booked her appointment, and the Practice accepted that information available to patients on the Practice’s website indicated a post-natal check-up would occur. The Ombudsman concluded that this was potentially misleading for patients and was a failing that was not addressed in the complaint response to Ms D. The Practice confirmed actions that it had taken, and would take, to ensure staff and GPs were conveying appropriate information to patients, and to update its website information.
The Practice had already apologised for the delay Ms D experienced in receiving a response to her complaint. In its comments to the Ombudsman, it also provided an explanation and reassurances that complaint handling delays had been the result of exceptional administrative difficulties during a recent merger with another practice. It confirmed that those difficulties had now resolved and that it was now able to keep up with its administrative workload again.
In relation to the first matter, the Practice agreed to offer Ms D an apology that information was not made clearer beforehand, and to provide confirmation/further explanation to her about the actions the Practice has taken/will take. The Ombudsman considered this action to be appropriate.
In respect of the second complaint point, the Ombudsman considered that it would not be proportionate to continue its investigation as there was little further that could be achieved. The Ombudsman discontinued the investigation on this basis.