The vast majority of patients receive good
clinical care and where there are complaints, they are on the whole
satisfactorily resolved at a local level. However, we do not
underestimate the distress of patients who feel they have
suffered.
GPs take their responsibility to make correct
clinical assessments seriously and where complaints are received,
these are investigated. All practices have systems in place to
learn from errors and for staff training and appraisal
Regarding the issue of the removal of patients
from GP lists, the RCGP has issued clear guidelines on this.
Removing a patient from a list should only be done as a last resort
but there are situations where it is unavoidable, for example if a
patient displays violent behaviour towards a member of staff, or if
the doctor-patient relationship has broken down irretrievably.
Professor Mayur Lakhani, Chairman of the RCGP,
says: “Up to one million consultations take place every day in
general practice and because of the large numbers involved, it is
not surprising that from time to time complaints will be raised.
However, we are pleased to note that the majority of patients are
satisfied with the level of care they receive from their
GP.
“The Healthcare Commission report has
raised a number of important issues for patients that merit proper
debate. It is imperative that patients have a clear channel through
which to express their concerns, and we also hope this report will
help us to find a way forward in resolving concerns surrounding the
way in which the NHS complaints system currently operates.”
Ends
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