Response from GP Complaint letter

Our GP responded to my following my complaint letter and meeting with them:
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Dear Mrs McDonald,

Thank you for attending the meeting last Monday which enabled us to discuss the issues raised in your recent letter. I hope you found the meeting helpful, and that it illustrated that the practice has taken your complaint seriously, and has changed certain procedures because of the issues you have raised. We have also arranged training opportunities for practice staff.

At the meeting you agreed we should address your points in groups as several of them were related.

Review of drug doses: Points 2,3,4,5,6&7
We discussed the practice procedure regarding review of repeat prescribing. I have since had a discussion with colleagues and we will increase the frequency of the review of repeat drugs in infants by adjusting the computer reminder settings. As we discovered there were occasions when a doctor did not change Matthew's prescription as advised by the hospital, or by a telephone enquiry from yourself. The practice can only apologise for this, and our recent practice meeting increased vigilance in dealing with hospital letters and prescription changes was encouraged.

Messages via reception: Point 4
It was unclear from our records how the failure to change a drug dose had come about. All of the practice team have been reminded of the essential task of recording all encounters accurately.

Messages via Health Visitor: Points 5&6
Dr Anderson and Debbie Rankin our Health Visitor appeared to have had discussions about Matthew which were not recorded. Good record keeping has been emphasised and Debbie has been reminded that she can attend or weekly team meeting, which is munuted with any concerns about patient care.

Omeprazole suspension availability: Point 8
We discussed the reasons why your request for omeprazole suspension was initially refused. We are strongly encouraged to prescrube from a limited formulary unless there are specific circumstances which necessitate that we deviate from it. In general, a hospital letter explaining the reason can be helpful to us in making a case for a "special request." Arrangements have now been made for Matthew to have this prescription, should the hospital cease to prescribe it for him.

Vitamin Drops: Points 9, 11, 12 & 13
Vitamin drops are generally not prescribed routinely (although they are available) for babies who are breast fed after 6 months, as they are either available via the Healthy Start Scheme or at low cost from Community Health Clinics. This information was not adequately explained to you by any member of our team, so we have arranged for an infant feeding specialist to attend a training event for our team in early March 2010, to ensure we are all familiar with the latest guidelines.

Advice from reception: Points 10, 16, 18 & 19
Your concerns have been noted and staff training on these matters has been undertaken.

Breach of confidentiality: Point 14
This matter has been addressed wtih teh member of staff concerned. Further staff training is planned to reinforce our procedures with regards to confidentiality. Please accept our apologies for the lapse which occurred in your case.

Prescribing to breast feeding mothers: Point 8
The practice has begun to use a code on patients' records which indicates they are lactating. This should help to prevent the error you experienced re-occurring.

Call back from GP: Point 17
Receptionists have been reminded that if a patient requests a GP to call them back this should be recorded as a telephone appointment, rather than a prescription request as happened in your case, when you had a query.

Call back from reception: Point 20
The comments made by the receptionist caused you concern and uncertainty. Her comments were intended as a fail safe mechanism. We have alternative procedures to deal with messages which could have been advised and given you better reassurance that your enquiry would be handled.

Midwifery care: Point 1
I did not investigate this matter, but would be happy to advise you about the complaints procedure for midwifery care if you wish to proceed.

Thanks again for attending the meeting with myself and our Practice Manager. It was good to see Matthew too, looking well.

I trust you are satisfied with the outcomes from this complaint, and would appreciate if you would please confirm in writing that this is so. If, however you have any further questions or concerns please let me know and I will investigate them also. Alternatively, you have the right to approach the Scottish Public Services Ombudsman using the contact details on th leaflet I provided you with at our meeting if you feel your complaint has not been handled to your satisfaction.

Yours sincerely,

Dr. XXX