Hi,
I got a letter from Marybone Healt Centre now, that I don't know what to with, other than to send it as an update to you.
Hope this is alright!
Yours sincerely,
Erik Ribsskog
———- Forwarded message ———- From: Erik Ribsskog <eribsskog@gmail.com>
Date: Wed, Feb 3, 2010 at 7:07 PM
Subject: Complaint Marybone/Fwd: 70818: Update/Fwd: Complaint to Health Service Ombudsman
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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