Practice failed to investigate cancer symptoms early enough

What happened

Mr A's GP Practice did not investigate his cancer symptoms soon enough.ÿ Mr A had a history of chest pain and his Family called an ambulance. They said the paramedic failed to communicate appropriately, so the Family asked him to leave before completing his assessment, which meant a delay in Mr A going to hospital. Mr A deteriorated rapidly and did not receive his diagnosis until shortly before he died.

What we found

The Practice did not follow National Institute for Health and Care Excellence (NICE) guidance when it investigated Mr A's cancer, and this delayed his diagnosis. His Family were unable to prepare for his death with him, and lost the chance to say goodbye. We did not uphold the complaint against the Ambulance Trust because, although there were failings in the paramedic's communication skills, the Ambulance Trust had taken sufficient steps to prevent this happening again.

Putting it right

The Practice acknowledged its failing, apologised and paid the Family £1,000 to recognise the impact of Mr A's death, and for the bereavement, anxiety and distress they suffered. The Practice also set up a training programme to identify 'red flags' (signs of a serious underlying condition) in a cancer investigation.