———- Forwarded message ———-
From:
Erik Ribsskog <eribsskog@gmail.com>Date:
Tue, Jan 5, 2010 at 12:35 PM
Subject: Re: Complaint to Health Service
Ombudsman
To: Phso Enquiries <
Phso.Enquiries@ombudsman.org.uk>
Hi,
thank you for your e-mail!
I sent a letter to the Health Center, on 13/12, and received an
answering-letter on 18/12, (which I attach to this e-mail).
It says in the letter, from the Practice Manager, that the Health
Center wants me to meet a doctor there, and not the Practice Manager, for a
meeting.
But I don't really like the Health Center, any longer, unfortunatly, since
I didn't like the nurse or the doctor.
Do I have to go to the meeting, or can I ask the Health Center if they can
deal with the complaint in writing?
When I think about it, it just seems a bit awkward, to me, to go back
to Health Centre, so I would have thought it was better to deal with it in
writing.
Do you think this is possible to achieve, that the complaint is being
dealt with in writing?
I don't mean to be inpolite, or anything, but I'm more comforable with
dealing with the complaint in writing, also since English isn't my first
language, and I think that if the complaint is being dealt with in writing then
it's easier to avoid, that people try tricks etc., in meetings, since summaries
aren't always written and aren't always accurate etc.
So I was just wondering if you think it's possible to deal with complaints
like this in writing, without me having to go to the Health Centre for a
complaint-meeting, since I think it's a bit awkward now, going there, after how
the nurse and the doctor were there, the last time I went there.
Thank you very much in advance for your reply!
Yours sincerely,
Erik Ribsskog
On Fri, Nov 13, 2009 at 9:05 AM, Phso Enquiries
<Phso.Enquiries@ombudsman.org.uk> wrote:
Dear
Mr Ribsskog
Our
Ref: EN-70818 (please quote this reference in all correspondence
concerning this matter)
Thank
you for your emails of 16 and 22 October 2009
to the Health Service Ombudsman about two
GP practices. You
do not know the name of one of the practices, but name the other practice as
Marybone Health Centre.
The
Ombudsman’s role is to look into complaints about poor treatment or service
provided by the NHS.
The
Ombudsman usually deals with complaints after the local NHS complaints
procedure has been completed. From the emails you have sent,
it seems you still need to complete this process. If you
wish to continue with your complaint, you should first write to the
Practice Manager of the
GP practices and ask them to resolve it.
If,
receiving the final response from the practices you remain
unhappy, it is then open to you to re-approach the Ombudsman. You will need to
explain specifically what was wrong with their response to your
complaint and to state what you want the Ombudsman to do. At that point we
will look at your complaint carefully to decide if we can help. There is no
automatic right to an investigation by the Ombudsman; there has to be a good
reason for her to investigate a complaint.
You should send us copies of any relevant correspondence
and papers which you have. We will also need written permission to obtain any
papers and records connected to the complaint, and to know whether legal
action is being taken about it (as that may prevent the Ombudsman from looking
at the complaint).
If you need direct help or advice in making a complaint,
you should contact your regional Independent Complaints Advocacy Service
(ICAS) office. You can find their details from the following
link:
http://www.carersfederation.co.uk/what-we-do/icas/office_results.php?region=north_west
ICAS is a voluntary organisation providing independent
advocacy to people making complaints under the NHS complaints
procedure.
I note that part of your complaint is about not being
allowed to register with a GP practice. You may find the following link
helpful that explains about registering with GP
practices:
http://www.nhs.uk/chq/Pages/1095.aspx?CategoryID=68&SubCategoryID=158
Please contact me if you have any
questions.
Yours
sincerely
Daniel Wallis
Customer Services Officer
Parliamentary and Health Service Ombudsman
24th Floor
Millbank Tower
Millbank
London
SW1P 4QP
Telephone: 0345 015
4033
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