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Dear Sir
Our reference: 190624
Your complaint to the Ombudsman
Thank you for your complaint of 1 May 2014 about Mersey Care NHS Trust (the Trust). I was sorry to learn of your concerns. You complain that the Trust have followed incorrect process in arranging an appointment for you regarding your mental health, following a referral from Careline Adult Services.
At this time we have decided that we should wait until you have completed the Trust’s complaints process before we look at your concerns further. This is because we often find that organisations themselves are in the best position to resolve complaints about their service quickly and effectively. It is also important for organisations to have full opportunity to resolve complaints themselves before we become involved.
I have contacted the Trust to determine the status of your complaint. They tell me that they have not yet received a formal complaint from you regarding this issue.
In order to continue with your complaint, you should therefore put you complaint to the Trust and wait for the forthcoming response.
You can contact the Trust with your complaint at:
Mersey Care NHS Trust
V7 Building
Kings Business Park
Prescot
L34 1PJ
If you are not satisfied with the response provided, you will need to write to the Trust to explain why you remain unhappy. The Trust should then provide you with a second response in which they address any outstanding concerns you have.
If the Trust is unable to resolve your complaint to your satisfaction, you can then return to the Ombudsman. If you do need to return to us, it is important that the Trust have provided you with their final response to your complaint, and confirmed that there is nothing further that they can do to try to resolve your concerns.
If you need to return to us, you should explain to us what has changed between now and your return. In particular, you will need to:
- explain what was wrong with the responses you have already received to your complaint;
- say what you want us to achieve for you;
- send us copies of any relevant correspondence and papers that you have;
- give written permission for us to obtain any papers and records connected to the complaint; and
- confirm whether you are taking legal action about it (because, by law, that may prevent us from looking at the complaint).
I hope this information now helps to take your complaint forward.
Yours faithfully
Zoe Wilkinson
Customer Services Officer
Parliamentary and Health Service Ombudsman
T: 0300 061 3909
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If you think our decision is wrong, you can request a review. To enable us to review our decision you must provide us with evidence that our decision was based on inaccurate information; or you have new information that was not previously available to us; or we overlooked or misunderstood your complaint. To request a review, you can complete a ‘What to do if you think our decision is wrong’ form, which is available on our website: www.ombudsman.org.uk. Alternatively, you can contact us for the form. You will need to show that you meet our review criteria within three months of the date of this email.
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