"Disgraceful telephone call"

Dear Mr Farmery, thank you for your comments. This incident related to another person, and as we had no consent from them at that time we would not have been able to contact you regarding the matter. I have reminded staff to check for consent so that carers/family members are aware that we cannot contact them without patient consent. After obtaining this you were then called back by the duty Dr. The system we run prevents the advisor answering the call from knowing how quickly the duty Dr will be in contact, as they prioritise their own workload based on the information they have been given and the volume of incoming work. It is highly unkind and inaccurate of you to describe our staff as soulless people acting as gatekeepers etc. Our staff care deeply about the work they do and the patients we care for. I am sorry you did not feel that way on this occasion. Miss Kiran Bakhshi, Management Partner.