Ms R was unhappy with her treatment at the Medical Centre and complained about lack of consent, a diabetes review, its record keeping and complaint handling.
What happened
Ms R complained that the practice nurse at the Medical Centre gave her a flu vaccination without her consent. She also said that not all the procedures were followed for a diabetes review. She complained that the Centre accepted the nurse's word about what happened over hers, without a thorough investigation.
What we found
It was more likely than not, that Ms R had not consented to the vaccination. Not all the procedures were followed for a diabetes review and the nurse's record keeping was not in line with the standards set by the Nursing and Midwifery Council. The Medical Centre's response to Ms R's complaint was not based on a thorough investigation.
Putting it right
Following our investigation, the Medical Centre wrote to Ms R to acknowledge its failings, apologised and explained how it would prevent similar problems from happening again. The Centre paid her £500 in recognition of the distress she had experienced.
A medical centre
Merseyside
Came to an unsound decision
Did not apologise properly or do enough to put things right
Apology
Compensation for non-financial loss
Recommendation to learn lessons or draw up an action plan