Mr K complained that the Practice did not consider his sleep disorder when dealing with him, or help him with his needle phobia and dietary advice. He complained he had not been supported during a crisis.
What happened
Mr K found it difficult to arrange appointments at the Practice because of his sleep condition. He said he needed help with his needle phobia and dietary advice, which had not been given.
He also said he had been refused help during a crisis when he called the Practice asking for help and became distressed wanting to self harm.
What we found
We found that the Practice had tried to accommodate Mr K's sleep condition and had made appropriate adjustments. We also found that he had received referrals for his needle phobia and dietary advice after he raised concerns about this. However, we found that the Practice did not take enough action during Mr K's crisis, and a GP should have called him.
Putting it right
The Practice has written to acknowledge and apologise for this and has learnt from what happened.
A GP practice
West Yorkshire
Delayed replying to complaint
Apology
Taking steps to put things right