Dear Mr Ribsskog,

Thank you for contacting the Trust regarding your complaint.

I was very sorry to read of your concerns about a letter that you received from the Access Team where you were asked to attend a mental health assessment at the Broadoak Unit, Broadgreen Hospital on Friday 23 May 2014.

I can confirm that it is usual practice for Careline to make a referral to the Access Service in circumstances where there are perceived concerns regarding an individuals’ wellbeing, however I am very sorry for any upset you may have experienced as a result of this.

If you have any concerns about the referral made by Careline, please contact the Customer Care Team at Liverpool City Council by telephone on 0151 0151 233 2819 or by email AdultServiceComplaints@liverpool.gov.uk

Yours sincerely

Scott Yates

Complaints Lead

Mersey Care NHS Trust

From: Erik Ribsskog [mailto:eribsskog@gmail.com]
Sent: 13 May 2014 14:38
To: Complaints
Cc: Zoe.Wilkinson@ombudsman.org.uk
Subject: Complaint/Fwd: PHSO Enquiry (190624)

Hi,

I wanted to complain about your letter where you wrote I have to go to a mental-check.

It isn’t clear who initiated this, (which organisation and staff), that Liverpool City Council Careline contacted me.

That wasn’t something I had asked for.

And I had already complained about Liverpool City Council Careline, (for being unconform etc.), when they gave me this apointment for a mental-check.

So this could be some kind of revenge from Liverpool City Council Careline, since I complained about them.

I’ve also tried to complain about the Council to the LGO, but they don’t have a working e-mail-address now, it seems.

Perhaps the PHSO, (who I copy this e-mail), could send about this to the LGO.

Erik Ribsskog

———- Forwarded message ———-
From: Wilkinson Zoe <Zoe.Wilkinson@ombudsman.org.uk>
Date: Tue, May 13, 2014 at 11:26 AM
Subject: PHSO Enquiry (190624)
To: “eribsskog@gmail.com” <eribsskog@gmail.com>

RESTRICTED

 

We are committed to keeping your information secure.  As part of that commitment we have decided that when we send you information by email we may have to remove some details.  This includes information that may identify you, or any other person and sometimes the organisation complained about.

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

You can also complain by email at complaints@merseycare.nhs.uk or by phone on 0151 472 4002. 

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).

A copy of our complaint form can also be downloaded from our website at: www.ombudsman.org.uk.

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

E: Zoe.Wilkinson@ombudsman.org.uk

W: www.ombudsman.org.uk

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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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Mersey Care is keen to demonstrate its accountability to its stakeholders, including staff, service users, carers, our commissioners and the local community. We are encouraging people to become a member of the Trust. Members are able to have a say about our plans for the future and help us to further improve the services we provide. Mersey Care staff are automatically Members of the Trust. If you are a service user, carer or member of the public please JOIN us at: http://www.merseycare.nhs.uk/trust-member.aspx



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