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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