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NHS complaints procedure failures

Posted By Mcleary875

"NHS complaints procedure failures"

About: South West London And St George's Mental Health NHS Trust

(as the patient),

I made a complaint to SWLSTG, regarding contacting the mental health services for help and support because my GP was inappropriately attempting to misdiagnose me with a mental health disorder and encourage others to medicate me with drugs that I knew would be dangerous to my health. The mental health services refused to contact my GP to prevent the mistreatment.

The mental health services made my position and my life worse, to the point where I feel victimised and mistreated by my GP.  The complaints service has failed to take action on the information they received from myself, to help me to access appropriate and safe GP care.  They have failed to respond to my complaint within appropriate timescales.  They have failed to take action to protect myself and others from GP mistreatment.

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Responses

Response from Jane Healey, South West London and St George's Mental Health NHS Trust 9 months ago
Jane Healey
South West London and St George's Mental Health NHS Trust

Submitted on 10/07/2023 at 16:15
Published on Care Opinion at 16:15

Dear Mcleary875

My name is Jane and I am one of the Experience and Governance Leads for the Trust. I am sorry to learn that you have had such a negative experience and we were not able to resolve your complaint to your satisfaction.

As you are unhappy with the complaint outcome and the way your complaint was handled, you may wish to raise this with the Parliamentary and Health Service Ombudsman (PHSO). The PHSO is independent of government and the NHS. The service is confidential and free. Please be aware that there is a time limit for making a complaint to the PHSO; this is generally within one year of you becoming aware of the issue, although there are exceptions.

If you wish to discuss your case with the PHSO you can contact their helpline on 0345 015 4033, email phso.enquiries@ombudsman.org.uk. Further information about the PHSO is available at www.ombudsman.org.uk

Kind regards

Jane

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Mcleary875 (the patient)

Thank you for your response. I have since received a letter from the Trust which I will be responding to shortly. As you will know the PHSO will only accept a complaint once local resolution procedures have been exhausted. Therefore it is misleading to inform patients to take an initial response, or indeed no response, to the PHSO, when you are aware that the patient cannot progress to the PHSO until informed by the complaints team that the complaints process will not be pursued further and it has been exhausted.

I was dismayed this morning when I checked my Patient Access account and saw that the mental health services and my GP have once again been communicating regarding my person without including me in any communications had or copying me into relevant correspondence. I don’t consider this to be appropriate or professional behaviour by NHS services. Patients have rights, which seems to bypass the mental health services and GPs. I would like to receive copies of information that I have a right to and that I requested of yourself.

I raised a serious concern regarding inappropriate management of information and misleading information by the services and I see this is still not being addressed. Mismanagement of patient information is a breach of the data protection act and can lead to harm and injury.

I look forward to being appropriately enabled to progress to the PHSO and not further actively prevented from accessing safety and resolution.

Kind regards

Response from Jane Healey, South West London and St George's Mental Health NHS Trust 9 months ago
Jane Healey
South West London and St George's Mental Health NHS Trust

Submitted on 12/07/2023 at 16:11
Published on Care Opinion at 16:11

Dear Mcleary875

I am sorry that we have not been able to resolve your concerns, and for the distress that this has caused you.

Due to the detail you have provided I have been able to identify which complaint you are referring to and can confirm that the Trust has nothing further to add; the response you have received constitutes our final response, so please feel free to approach the PHSO. Please be assured we will be happy to confirm this to the PHSO and provide any information they require if they choose to investigate,

In terms of contact between the Trust and the GP, you can make a Subject Access Request for records held by the Trust by emailing information-services@swlstg.nhs.uk

Kind regards

Jane

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Mcleary875 (the patient)

Dear Jane Healey

Thank you very much for your prompt and helpful response. This is much appreciated. I will forward to my advocate to consider whether this is sufficient for us to progress and I note that the Trust will provide further information as required.

I will make a SAR as advised.

Thank you and kind regards

Thank you Care Opinion

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