Patient not warned about risk of scarring

What happened

Mr D visited the Practice to have a ruptured infected cyst removed from his face. Around a year later he returned to the Practice and had revision surgery on the same area where the scar from the previous procedure had formed. Mr D was unhappy with the results of his surgery and complained to the Practice.

What we found

The treatment provided by the surgeon at the Practice was appropriate. However, there was no evidence that the surgeon had warned Mr D about the risk of scarring.

The Practice failed to investigate Mr D's complaint or respond to his complaint in the 15 months or so between him first raising the complaint and when he complained to us.

Putting it right

The Practice apologised to Mr D and paid him £250 as compensation. As the Practice had already taken steps to address its failings, we asked it to share details of those improvements with Mr D.