Mr T's GP Practice sent his employer some of his medical records and took too long to deal with his complaint about this.
What happened
Mr T needed a medical report for his employers. He gave consent for his GP Practice to complete the report. However, the Practice sent about 20 pages of medical records to his employers instead of the report. Mr T complained about this in 2010 and again in 2012. He did not get a response in 2010. In response to his 2012 complaint, the Practice sent him 72 pages of his medical records.
What we found
Poor complaint handling frustrated Mr T and led to a missed opportunity to have part of his complaint put right at all. Additionally, the Practice delayed dealing with the complaint for about 18 months. We also noted continuing issues with complaint handling as part of our investigation.
Putting it right
The Practice apologised, paid compensation of £150, and carried out a system–wide review of complaint handling practices.
A GP practice
Greater Manchester
Replied with inaccurate or incomplete information
Apology
Compensation for non-financial loss
Recommendation to learn lessons or draw up an action plan