A patient tragically passed away after his GP surgery failed to respond to his email seeking advice for three days, prompting a coroner to urge the Department of Health and Social Care (DHSC) and SSP Health to improve their electronic triage systems.
Allan Robin Hamilton died of lobar pneumonia in November 2023. He had reached out to his GP practice on 14 November 2023, highlighting his breathing difficulties, but received a response from the surgery, managed by SSP Health, only on 17 November 2023, inquiring if he still needed an appointment. Hamilton was discovered unresponsive at his home on 19 November 2023.
The senior coroner for South Manchester, Alison Mutch, emphasized the importance of effective scrutiny and follow-up communication in such cases. She noted that the GP practice lacked a clear system for tracking and triaging email queries, highlighting the necessity for a robust process to prevent future deaths.
Mutch highlighted the risks associated with inadequate triage and audit procedures at GP practices, stressing the urgent need for action to prevent similar incidents. SSP Health and DHSC have been given until 18 October 2024 to respond to the recommendations outlined in the report.
Chief executive of SSP Health, Andy Scaife, expressed deep sadness over the patient’s death and assured that an internal review is underway to address any shortcomings. DHSC also extended their sympathies to Hamilton’s family and friends, reaffirming their commitment to prioritize patient safety.
The Health Services Safety Investigations Body published a report in July 2024, revealing underreporting of patient safety incidents related to online consultation tools used by GPs.
