Report highlights confusion over patient removal rules in GP practices
The Northern Ireland Public Service Ombudsman (NIPSO) has today raised concerns about the inconsistent and often incorrect ways in which GP practices remove patients from their lists.
No one delivering public services should be subject to abuse or offensive behaviour and staff need protection and support should this take place. However, it is also important that those delivering public services know what steps to take should someone behave in a way that they find inappropriate and understand that de-registration should not occur simply because someone has made a complaint.
The Northern Ireland Public Service Ombudsman (NIPSO) has today raised concerns about the inconsistent and often incorrect ways in which GP practices remove patients from their lists.
A new report into the process reveals that many practices appear to be unaware of, or are misinterpreting, the statutory regulations governing patient ‘de-registration’.
An analysis of investigations carried out by the Ombudsman found that patients were sometimes removed unfairly, without any apparent consideration of legal requirements or professional guidance.
In some cases, it appeared that patients were removed without first receiving a warning or being provided with an opportunity to discuss the concerns about their behaviour. Some were removed simply because they had made a complaint about the practice.
The report emphasises the right of patients to express dissatisfaction with their care without the fear of being deregistered.
Some practices have removed entire families or households based on a single disagreement with one individual.
Investigations also found instances where patients were not told they had been removed from their GP list, in one case because the practice incorrectly assumed they had moved from the area.
To help prevent confusion and to make the system fairer, the Ombudsman has called for:
more guidance to GPs to make sure they understand that their own policies (such as Zero Tolerance procedures), do not override statutory legal obligations.
greater clarity around when a patient/practice relationship may justifiably be considered to have irrevocably broken down.
an independent review mechanism to provide assurance to both parties that a removal decision was fair and impartial.
Commenting on the report, Ombudsman Margaret Kelly said:
“The removal of patients from GP practice lists can have a very significant impact on access to health services so it is important the removal of patients should only occur as a last resort and in line with the law.
Current evidence suggests that more guidance is required to ensure that GPs fully understand their obligations before they take the significant step of removing patients from their practice.
I believe this report highlights some of the misunderstanding in this area and hope it goes some way to improving how the system operates for the benefit of both patients and staff.”
ENDS
For more information please contact Julie Healy on 07823466339 or email communications@nipso.org.uk
The following links contain reports of recent investigations by the Ombudsman into complaints
about the de-registration of patients by GP practices:
- https://www.nipso.org.uk/our-findings/search-our-findings/investigation-gp-practices-treatment-patient
- https://www.nipso.org.uk/our-findings/search-our-findings/woman-unfairly-removed-gp-patient-list
- https://www.nipso.org.uk/our-findings/search-our-findings/decision-remove-patient-gp-practice-was-unfair-and