A GP practice used a zero tolerance policy to remove a patient without prior written warning, which was against its contract.
What happened
The practice said that Mr D was aggressiveand shouted at one of its GPs during a consultation. It wrote to Mr D five days later to say that it was removing him from its practice list. It said that this was in line with its 'zero tolerance' policy.
What we found
The Practice should not have removed Mr D without first giving him a written warning. Under the practice's contract, the only circumstances in which it could remove a patient without giving notice (zero tolerance) were if the patient was violent or threatened violence and the police were called, or if it was not practical for the practice to give a warning. Neither of these circumstances applied in this case.
The practice delayed responding to Mr D's complaint and its actions and delays in this caused him distress, anxiety and inconvenience.
We partly upheld the complaint. Although we found service failure and maladministration, we did not agree with the full extent of the injustices claimed by Mr D.
Putting it right
The practice agreed to apologise to Mr D, to pay him £150 and to draw up an action plan to stop the same mistake happening again.
A GP practice
A GP practice
Greater London
Did not apologise properly or do enough to put things right
Did not take sufficient steps to improve service
Not applicable