Jeg sendte en e-post til ICAS

Erik Ribsskog <eribsskog@gmail.com>

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

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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 The original of this email was scanned for viruses by Government Secure Intranet (GSi) virus scanning service supplied exclusively by Cable & Wireless in partnership with MessageLabs. On leaving the GSI this email was certified virus free. The MessageLabs Anti Virus Service is the first managed service to achieve the CSIA Claims Tested Mark (CCTM Certificate Number 2006/04/0007), the UK Government quality mark initiative for information security products and services. For more information about this please visit www.cctmark.gov.uk PLEASE NOTE: THE ABOVE MESSAGE WAS RECEIVED FROM THE INTERNET. On entering the GSI, this email was scanned for viruses by the Government Secure Intranet (GSi) virus scanning service supplied exclusively by Cable & Wireless in partnership with MessageLabs. In case of problems, please call your organisational IT Helpdesk. The MessageLabs Anti Virus Service is the first managed service to achieve the CSIA Claims Tested Mark (CCTM Certificate Number 2006/04/0007), the UK Government quality mark initiative for information security products and services. For more information about this please visit www.cctmark.gov.uk The original of this email was scanned for viruses by Government Secure Intranet (GSi) virus scanning service supplied exclusively by Cable & Wireless in partnership with MessageLabs. On leaving the GSI this email was certified virus free. The MessageLabs Anti Virus Service is the first managed service to achieve the CSIA Claims Tested Mark (CCTM Certificate Number 2006/04/0007), the UK Government quality mark initiative for information security products and services. For more information about this please visit www.cctmark.gov.uk

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