GP complaint

[Ghostranch]

Hello,

Sorry, this will be long!

I recently made a complaint about my GP for various reasons, including misreading my blood test results. Then, a couple of weeks ago, when I was waiting for a phonecall from a different doctor, the one I complained about called me out of the blue to "apologise" for misreading my results and "go through" the other points I raised.

I felt incredibly blindsided by this call, and completely uncomfortable. I felt I had no choice but to listen to her "apology", even though I did not want to be speaking to her at all. I refused to go through the other points and said I wanted something in writing.

I then put in an additional complaint about this call, stating I felt it was inappropriate and that it had caused me additional harm. The person handling my complaint insisted that it is standard for doctors to make unsolicited, unexpected phonecalls to people who have complained about them and that this is usually well-received and appreciated.

I responded saying I was shocked by this and do not believe the majority of people would be happy to receive an unexpected phonecall from someone they have complained about. I also pointed out that I am autistic and have anxiety, which further made it difficult for me to handle this situation.

Their response to this was that, in the future, they "may" write to people before calling them if they "think" the person may find an unexpected phonecall distressing.

Now I'm considering taking my complaint to the Ombudsman but just wanted to know what others think of this situation. Am I being unreasonable regarding the unexpected phonecall? Would you have been happy to receive an unexpected call from someone you have complained about?

And should I escalate this complaint? I'm just so angry about their response and personally think they should get consent before the complained about person directly contacts the one who made the complaint!

 

[Serene Serena]

I think the GP Practice were following procedure, in asking the doctor concerned to talk to you one to one, before escalating the complaint to HR

 

[Ghostranch]

I think the GP Practice were following procedure, in asking the doctor concerned to talk to you one to one, before escalating the complaint to HR

Thank you for responding. I'm not convinced they did ask her to call me. I think she did it of her own accord. I consider it unprofessional and feel it emphasised the power imbalance. She was prepared for the phonecall, I was not. She also rang at a time when she knew I was waiting to speak to another doctor, therefore ensuring I answered. She created a situation where I had no choice but to engage with her and I felt ambushed. I would not have consented to a phonecall had I been asked.

 

[Django]

I had a look at the NHS guidance (England) about this and your GP was complying with it by trying to resolve the issue with you directly. I don't really understand what you hope to achieve by escalating this incident as she has apologised and you can see another doctor.

 

[Ghostranch]

I had a look at the NHS guidance (England) about this and your GP was complying with it by trying to resolve the issue with you directly. I don't really understand what you hope to achieve by escalating this incident as she has apologised and you can see another doctor.
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But I didn't complain directly to her. I complained to the practice manager, as per their policy. All communication should have gone through the practice manager.

What I am trying to achieve is getting them to admit their care fell short and to properly apologise for certain things, which they have not done. The GP has only apologised for misreading the results, not other points I have raised.

I am also trying to make them aware that not everybody would welcome an unexpected, unsolicited phonecall from somebody they have complained about, particularly when waiting to speak to a different doctor about medical issues. I asked to switch doctors, stating I was uncomfortable with the other one. Therefore why would they think I would be happy to speak to her?

 

[neroli]

Would you have preferred to have received a letter from this GP apologising for her mistake?

I understand how any unexpected phone call would cause you anxiety. My autistic daughter would be the same and hates speaking on the phone.

Personally I think getting an apology from a GP is a big deal and a good thing. In my experience it takes ages to get any response at all and the practice normally makes an excuse in an attempt to quash any complaint before it is escalated.

In my opinion escalation of your complaint would add to your stress and distress. I do hope you can get a response which you find acceptable and can go on and deal with a different GP in future.

 

[Ghostranch]

Would you have preferred to have received a letter from this GP apologising for her mistake?

I understand how any unexpected phone call would cause you anxiety. My autistic daughter would be the same and hates speaking on the phone.

Personally I think getting an apology from a GP is a big deal and a good thing. In my experience it takes ages to get any response at all and the practice normally makes an excuse in an attempt to quash any complaint before it is escalated.

In my opinion escalation of your complaint would add to your stress and distress. I do hope you can get a response which you find acceptable and can go on and deal with a different GP in future.

Yes, something in writing would have been more appropriate, I think.

The GP had no choice but to apologise really. She completely misread my blood results, causing me to become quite unwell. There is no way for them to minimise or excuse it.

They stated in their last email that it is their final response but they have not adequately addressed other aspects of my complaint. They have just tried to justify their poor care. They also said going forward that they "may" consider writing to patients before contacting them by phone about a complaint if they feel the patient will be distressed by a phonecall. I just find that ridiculous. How are they going to determine who may or may not welcome a phonecall? Why not just ask everyone their preferred method of communication?

Several times they have said, "we are sorry you feel that way, but..." then totally invalidated my experience. I'm beyond p*ssed off to be honest. I'm definitely not staying there as a patient as I've completely lost trust in them. I just really don't want them to get away with their crappy care. I want them to admit that they managed my health condition incorrectly.

 

[neroli]

I've had a one year battle with my local Complaints Hub (escalated to highest authority) as a result of my now deceased 100 year old'neighbour being turned away from a practice where he had been a patient for 60 years. Boundary changes had taken place last year. No letter of warning. Just turned away with a bad chest infection by an "advanced paramedic practitioner".

After a year of prevarication, delays, excuses etc etc..The Top Dogs said despite everything the practice hadn't done anything wrong. Case closed. He died shortly afterwards.

You don't want all this hassle. You won't "win" against the NHS and you got an apology even if you didn't invite the phone call. I do understand that you feel wronged and that your other concerns haven't been addressed so it's not "finished" and will cause you to ruminate.

 

[yogiessexdubs]

I just want to say that I understand your feelings around this, I’m also autistic.

 

[Rosie glow]

I've had a one year battle with my local Complaints Hub (escalated to highest authority) as a result of my now deceased 100 year old'neighbour being turned away from a practice where he had been a patient for 60 years. Boundary changes had taken place last year. No letter of warning. Just turned away with a bad chest infection by an "advanced paramedic practitioner".

After a year of prevarication, delays, excuses etc etc..The Top Dogs said despite everything the practice hadn't done anything wrong. Case closed. He died shortly afterwards.

You don't want all this hassle. You won't "win" against the NHS and you got an apology even if you didn't invite the phone call. I do understand that you feel wronged and that your other concerns haven't been addressed so it's not "finished" and will cause you to ruminate.

I have to agree with this comment if I were you I would change practices and try to put it behind you as frustrating as it is you won't win against the NHS
I lost an uncle a few years ago to a brain tumour that was repeatedly missed by the doctor being dismissed as nothing, his brother put a complaint In to the practice and guess who did the investigation the doctor that had missed his symptoms what a joke right, he fought for justice for his brother for ages but couldn't get anywhere wish you all the best whatever you decide

 

[neroli]

I have to agree with this comment if I were you I would change practices and try to put it behind you as frustrating as it is you won't win against the NHS
I lost an uncle a few years ago to a brain tumour that was repeatedly missed by the doctor being dismissed as nothing, his brother put a complaint In to the practice and guess who did the investigation the doctor that had missed his symptoms what a joke right, he fought for justice for his brother for ages but couldn't get anywhere wish you all the best whatever you decide

I'm so sorry. Doctors bury their mistakes...sometimes literally which is tragic. It's exhausting trying to take on the medical profession.

 

[Rosie glow]

I'm so sorry. Doctors bury their mistakes...sometimes literally which is tragic. It's exhausting trying to take on the medical profession.

Thank you it is exhausting you're so right

 

[Keikochan]

Other then misreading the blood results, the most annoying thing I am reading here is that the DR called when they could see from your chart that you were expecting a call from a different DR in the clinic. That to me was intentional & calculated. I hope you did still get your call with your new DR & are being treated & recovering.
Unfortunately if taken further there likely won't be much if any change. You have logged the complaint & changed DR, which is very good thing to do. At least there is something noted against them in case they mess up in future? And you now hopefully have a better DR.
Ultimately you need to focus on yourself & do what is best for you!

 

[Ghostranch]

Other then misreading the blood results, the most annoying thing I am reading here is that the DR called when they could see from your chart that you were expecting a call from a different DR in the clinic. That to me was intentional & calculated. I hope you did still get your call with your new DR & are being treated & recovering.
Unfortunately if taken further there likely won't be much if any change. You have logged the complaint & changed DR, which is very good thing to do. At least there is something noted against them in case they mess up in future? And you now hopefully have a better DR.
Ultimately you need to focus on yourself & do what is best for you!

Thank you for your response. It came across as calculated to me too. And her apology didn't feel genuine. She just seemed desperate to sweep it all under the carpet.

There are other things about her management of my condition that fell way below standard but I don't really want to give too many details. However, some other things were that she triaged me incorrectly, completely neglected my mental health and failed to even see me face to face, let alone do any physical checks. She is very lucky that I didn't have serious long-lasting complications or even die due to her poor care.

 

[Monkeymagic85]

Thank you for your response. It came across as calculated to me too. And her apology didn't feel genuine. She just seemed desperate to sweep it all under the carpet.

There are other things about her management of my condition that fell way below standard but I don't really want to give too many details. However, some other things were that she triaged me incorrectly, completely neglected my mental health and failed to even see me face to face, let alone do any physical checks. She is very lucky that I didn't have serious long-lasting complications or even die due to her poor care.

I wouldn’t just let it go, I work in regulation and these sort of complaints should be taken seriously.

If you are unhappy with how they have responded to your initial complaint, I would send a written complaint addressing all your concerns to the practice manager and ask for a formal written response.

You can also take it to your local Integrated Care Board or if you have serious concern about the GP, you should complaint to the GMC, they have an obligation to look into your concerns.

There is also a service called PALS (patient liaison service) they were very helpful to my family when we were getting no answers about my late father’s care.

Good luck

 

[reCAPTCHA]

You have asked for opinions so I am sharing mine. It will be unpopular, but I guess that's the downside of asking for people's views.

You sound completely unreasonable to me. You complained about someone, yet are now complaining about them trying to resolve it by contacting you. You can't make a complaint and then try to control the efforts to explore and resolve it. It is entirely reasonable for someone to try and resolve a complaint informally in the first instance by speaking to you about it.

The ombudsman will not uphold your complaint. You can't control and micro-manage every interaction in life.

 

[Ghostranch]

You have asked for opinions so I am sharing mine. It will be unpopular, but I guess that's the downside of asking for people's views.

You sound completely unreasonable to me. You complained about someone, yet are now complaining about them trying to resolve it by contacting you. You can't make a complaint and then try to control the efforts to explore and resolve it. It is entirely reasonable for someone to try and resolve a complaint informally in the first instance by speaking to you about it.

The ombudsman will not uphold your complaint. You can't control and micro-manage every interaction in life.

Yes I have invited people's opinions but I don't think your response is particularly fair. This has been an incredibly distressing experience for me. And you have no idea if it would be upheld or not as I have not disclosed the full details of my complaint or their response.

 

[Ghostranch]

I wouldn’t just let it go, I work in regulation and these sort of complaints should be taken seriously.

If you are unhappy with how they have responded to your initial complaint, I would send a written complaint addressing all your concerns to the practice manager and ask for a formal written response.

You can also take it to your local Integrated Care Board or if you have serious concern about the GP, you should complaint to the GMC, they have an obligation to look into your concerns.

There is also a service called PALS (patient liaison service) they were very helpful to my family when we were getting no answers about my late father’s care.

Good luck

Thank you. I'm glad somebody can see it from my point of view. I still don't know what I'm going to do. May just send my own final response so it's at least on file and then leave it at that. Not sure I have the energy to do much else. They (and clearly other people) don't understand the impact this has had on me and being repeatedly invalidated is not helping my mental health.

 

[reCAPTCHA]

Yes I have invited people's opinions but I don't think your response is particularly fair. This has been an incredibly distressing experience for me. And you have no idea if it would be upheld or not as I have not disclosed the full details of my complaint or their response.

I acknowledge your distress, and your views about fairness. I am happy with my opinion. My views are my own, and you invited them

Your distress reflects your experience, which is valid. But that does not mean that it is justified. The Ombudsman is likely to judge that your distress was an over-reaction in the circumstances. They will view your unwillingness to engage with reasonable attempts to resolve your concerns without recourse to formal measures as potentially vexatious.

It is a reasonable expectation that you will be contacted - in the first instance - by the person who might be best placed to try and resolve your concerns informally. My extensive experience in this arena means that I know that the Ombudsman does not look favourably on complainants that refuse to engage with reasonable attempts to resolve a complaint.

You asked for opinions, and mine is that the Ombudsman will not uphold your complaint. On the contrary, they will refer you back to the GP practice and encourage you to engage positively with their attempts to address your concerns before you escalate matters.

Also, if you expect a thorough response, you should not expect it if you are only sharing partial details of your complaint. Give someone half a puzzle, and they are unlikely to complete it

 

[Keikochan]

Why would the person best placed to try & resolve the concerns informally, be the same person the complaint was made about? Wouldn't the best person be a different person, ideally a manager type in the practice who has a 3rd person view of the situation?