Review of patient complaints – summary of discussions/meeting

Practice Name: / Castle Mead Medical Centre / Practice Code: / C82075
In attendance, Name & Title: / Drs Tull, Dockrell, Willmott, Glastonbury, Sam Blower & Alison Ellis / Date of review meeting: / 14/12/2015
Date complaint received / Patient Number / Description of complaint / Learning points / Actions arising from the complaint / What changes have been made as a result of the complaint
09/05/14 / OH 27 11 2006 / Delay in start of consultation and treatment given` / Learning for GP Registrar where to refer Child with this problem / Informing patients better if clinicians delayed
18/06/2014 / RF 15 6 84 / Blood test appointment availability and timings of GEH patient was told wrong time and wasn’t happy to wait such a long tie at the surgery for a Blood test appointment / Receptionist reminded of appointment hours of GEH / Added to Induction of new receptionist
20/11/14 / DD 5 2 33 / Consultant medication not on summary from surgery when pt admitted to hospital / Pt had a care plan but this was not looked at when patient was admitted. Needed to look at a more effective way of recording consultant medication no issues from the practice / Now discovered a fool proof way of recording non-issued prescriptions. All clinicians have had training and guidance on how to do this.
20/6/2014 / JB 11 12 73 / Home visit not appropriate letter sent and patient not happy with the content / Pt has mental health issues, no action taken / none
05 12 14 / DM 13 5 63 / Prescription issues overusing / Discussed at clinical meeting and felt that the patient was inappropriately ordering medication and using . Long standing issues with this. Felt relationship with practice had broken down / All new patients asked to fill in a pt contract stating what the practice is prepared to do for them in return for them taking responsibility for their own health
23/01/2015 / JJ 24 4 72 / referral process
change of mind to where referring but communication broken down and patient went to the wrong clinic / Better communication re changes with patients / Phone call to patients re changes asap as well as a letter
27/01/15 / GH 9 9 84 / concerns re midwife attitude + receptionist comment / Receptionist training / Reception team are more sensitive regarding certain words
27/01/2015 / EG 28 6 1977 / furniture fault / Ensure that all parties know to put faults in maintenance book / Log fault in maintenance book so repair can be actioned
29/01/2015 / RS 1 4 1992 / concerns re referral & treatment / Normal pathways followed results not back until weekend / none
17 02 15 / LM 7 7 1954 / appointment mix up and staff attitude / Staff should look ahead at inappropriate online booking of appointments and contact patient / Patients are now contacted if the practice feel the appointment may be inappropriate to clarify
04/03/2015 / WW 23 2 27 / Delay inprescribing Fortisip from hospital letter / Dr followed LMSG guidelines re not putting prescription on repeats which delayed prescription / Treat Each case is individual

11 complaints in total

9 verbal and 2 in writing

NHSLeicestershireCounty and Rutland Revised September 2009