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Erik Ribsskog

<eribsskog@gmail.com>




Complaint Marybone/Fwd: 70818: Update/Fwd: Complaint to Health Service Ombudsman





Erik Ribsskog

<eribsskog@gmail.com>





Wed, Feb 3, 2010 at 7:07 PM





To:

liverpoolicas@carersfederation.co.uk



Hi,

I was wondering, do you think it's ok for me to deal with this complaint in writing, since I think that's better, since English is not my first language, so I'm a bit disadvantaged by this, in meetings, I think.

And I didn't like the doctor and the nurse there, so I'd rather not go back.
Hope this is alright!
Yours sincerely,
Erik Ribsskog

———- Forwarded message ———-
From: Phso Enquiries <Phso.Enquiries@ombudsman.org.uk>

Date: Wed, Feb 3, 2010 at 5:00 PM
Subject: RE: 70818: Update/Fwd: Complaint to Health Service Ombudsman
To: "eribsskog@gmail.com" <eribsskog@gmail.com>


Dear Mr Ribsskog

Our Ref: EN-70818 (please quote this

reference in all correspondence concerning this matter)

Thank you for your emails

of 5 and 19 January 2010 to the Health Service

Ombudsman, providing an update to your complaint and attaching letters from

Marybone Health Centre (the Centre) and Liverpool PCT (the PCT).

You explain that the Centre has invited you to attend

a meeting to try to resolve your complaint, but it would feel awkward for

you to attend a meeting and you would prefer the Centre to respond to your

complaint in writing. While meetings can be a useful way to resolve

complaints, it is open to you to explain your reasons for not wanting to

attend a meeting and to ask the Centre to correspond with you in writing to try

to resolve your complaint. Alternatively, you could ask for help from your

regional Independent Complaints Advocacy Service (ICAS) office. My email below

dated 13 November 2009 gives details about ICAS. It may

be that an ICAS advocate can
attend the meeting with you, which may subsequently make a meeting feel less awkward

for you.


I also note that the PCT has offered for you to make your complaint

to them so they can handle it rather than the Centre. This is another way

forward and if you find this more suitable you should let the PCT know by

contacting their Customer Service Department. I note that they have provided you with their

contact details.

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


From: Erik Ribsskog [mailto:eribsskog@gmail.com]

Sent: 19 January 2010 17:23
To: Phso

Enquiries
Subject: Update/Fwd: Complaint to Health Service

Ombudsman

Hi,

I received a new letter from Marybone Health Centre today, so I enclose

this letter as an update.

Hope this is alright!

Yours sincerely,

Erik Ribsskog

———- 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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