GP complaints. Where to start? Any experience of putting a complaint in?
1 minute read time.
FormerMember
Hi, just wondered if any of you have put complaints in about a GP, that was obstructive in getting treatment or getting the diagnosis? Really angry that my mums GP did this twice at critical times! After 18mths of being fobbed off with different diagnosis from IBS to middle-aged spread mum was finally diagnosed with stage 3 ovarian cancer, which had spread to both ovaries, omentum etc. She had 6 litres of ascites drained from her stomach! Some middle-aged spread! She is petite and slim so looked pregnant (at 58 not right!). Ridiculous, we finally had to pay to get a private scan which my mother really couldn't afford but had no choice and then got the shocking results, GP should have reimbursed her the £1400 i think! The hospital acted quickly after i hassled the GP practice manager to speed up appointment. She had surgery and chemo and has been doing great until may this year started feeling unwell, so started going back to GP with symptoms again long story missed all the very obvious signs, as a family we went back repeatedly with her to make sure she was heard, and again similar story he put it downt to depression, migraines and her face dropping on one side to bell's palsy!!!! We were asking for a scan and he was basically rude and asked us to stop hassling and keeping on! Eventually in July we rushed her upt to A & E and bless her she was diagnosed with secondary brain cancer in 2 places, the places she had headaches, she and our family had been suffering with the fear of not knowing and not being taken seriously for far too long once again, by the same GP!!! We need him to take us seriously now, he hasnt contacted mum to apologise or anything. I could go on with the whole story but would really like to hear from other people's experiences, thanks Rebecca.
FormerMember
The first thing to do is to contact the Patient Advice and Liaison Service (PALS), who will try to sort out any ongoing problem. They do this mostly by talking to the right people in the practice to get action taken.
If it is after the event, and you want to complain and have an apology, you can write to the PCT (Primary Care Trust). It is always best to put it in writing. Give as many details as you can, with dates for them to investigate (not doubting your word, but knowing where to look in the records) This would include dates of Hospital admission, which hospital and what consultants were involved. (again to see what the records say). Don't forget to ask for the reimbursement of the money for the scan. Enclose the receipt, but take a copy. Address it to the CEO, or his secretary. Put "for the personal attention of:". He will then pass it down to his staff for backup information. Basically, they only pay on original documents. You can mention that you are sending the original for that purpose. If they are not going to pay, they should send the receipt back. If not, ask for it.
Keep copies of everything and if you are still not satisfied, go to a personal injury solicitor. He should only take the case if he thinks he can win it. He ought to ask the judge for his costs so that he can't deduct them from your settlement.
Or you can take it to the GMC.
It depends on how you feel. Even so, you might prefer to make your mother's life as pleasant as possible now. It is a family thing, and once gone can't be brought back.
That sounds very frustrating for everyone involved. I like Ruths response which is full of sound advice. Have you considered CHANGING GPs too??? You are entitled to and my feel happier with a different GP who may take you more seriously. Best wishes, Jools x
I have to say myself that I had zero help from PALS, and when I first found out that I had been misdiagnosed by two stages of cancer, I asked the two elderly women sat at the desk, and they looked very dismissive and said I'd have to talk to my consultant about that. I may just have been unlucky, and just had two incompetent people - they seemed there for a social chat with each other (they later told me about a free bus, I trekked miles through the hospital at the end of four weeks' radiotherapy only to be told the service hadn't started yet).
I think you should think about contacting a firm of solicitors and seeing if you can talk to them initially without paying a fee, and get some advice from them to see if they act on a no-win-no-fee. Basically they can take it all out of your hands so that you are not running around trying to penetrate the smokescreen of closing-ranks that seems all to often to be the medical profession's reaction to ****-ups of this kind. It is disgraceful how your Mum was treated, and it undoubtably added greatly to her distress and yours.
PALS certainly seems to have let you down. They aren't usually that bad. When they are doing their job properly, they are excellent at unblocking blockages.
I would have suggested going to the Patient and Public involvement in Health forum if they hadn't been abolished, and you still could if they have a transition group going as we do. There is a new organisation in preparation, can of worms as it is likely to start, but members will still on the carry over from the CHC's subvert them until they are working well.
Their remit among other things was to monitor the work of the PALS. Which hospital was it? You could PM me with the details and I could perhaps pass it on through the network.
