———- 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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