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The complaints handling is in my opinion a shambles

Posted By Red1

"The complaints handling is in my opinion a shambles"

About: NHS Grampian

(as the patient),

I had an extremely traumatic experience at the surgery three years ago and latterly last year. I was thrown out of The Practice. I was given no chance to give my side of the story.

I feel that my vulnerability at the time was exploited and an improper examination made. I could not quite believe what had happened to me but thought that I should put up and shut up.

I wrote a letter to the doctor in spring 2014, asking for an explanation and an apology, otherwise I would contact the GMC which I eventually did. To date, I have not received a response of the outcome of the investigation.

I feel that the Practice are hostile to complaints; for example refusing to provide GMC numbers upon request, removal from the practice without warning or a right to reply and they feel they have no duty to give either an apology or an explanation.

The GMC told me they did give the doctor advice who had had markedly wavered from Good Medical Practice.

I post this so that patients who come after me are aware of my story and also that they know that the Complaints Handling process is in my opinion a shambles and not responsive to patient needs.

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Laura Gray, Director of Corporate Communications, NHS Grampian 8 years ago
Laura Gray
Director of Corporate Communications,
NHS Grampian

Submitted on 29/12/2015 at 09:40
Published on Care Opinion at 10:07

Dear Red1

I was sorry to read that you found your relationship with your previous GP practice so difficult. The care provided by GPs is a key part of healthcare and it is important that patients feel that they have a good relationship with their pratice. I hope you have been able to establish this with your new practice.

Feedback of all types is important to everyone in the NHS and I am sorry you felt the complaints handling did not meet your needs.

If you would like to contact me directly so that I can look into this for you please get in touch by email on laura.gray2@nhs.net

Thank you for taking the time to post your comments.

Kind regards

Laura Gray

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

Update posted by Red1 (the patient)

Dear Patient Opinion,

I have responded to Ms Gray's offer to look into The Practice's handing of their Complaints Procedure and I hope to establish a constructive dialogue that I am able to describe the narrative in a positive light to Patient Opinion.

I thank you as a Website team in facilitating this dialogue.

Warm Regards

RED1

Update posted by Red1 (the patient)

I feel that it is rather sad that NHS Grampian choose not to talk to me but just asked for the opinion of the Practice. I felt it was another ''brick in the wall''. and I am rather afraid that if a patient complains about a GP it is brushed under the carpet.

Update posted by Red1 (the patient)

I am appalled that despite the fact that 110 members of the public have read my story NHS Grampian have not responded. I firmly believe in the NHS and that it belongs to all of us, but when things go wrong it is an opportunity to learn lessons.

Update posted by Red1 (the patient)

Dear Patient Opinion,

I would like to give an update I have been given an undertaking by NHS Grampian that Fiona Gray will help me, '' explore areas of support for me'', and I have had an acknowledgement of the distress that I feel. I now feel that I am being heard and listened to, so keep watching this space.......

Update posted by Red1 (the patient)

Dear Patient Opinion,

I have just had a meeting with Dr Gray of NHS Grampian this morning and have agreed to have some points actioned as a consequence of the meeting. I shall let you know of any new developments.

I thank you again for this platform and would encourage any patient to keep persevering even if they feel at the end of their tether by ''the system'', as the NHS belongs to all of us.

Update posted by Red1 (the patient)

Dear Patient Opinion,

I was left waiting around for a response and given excuse after excuse eventually I was given another excuse without documentation as to why a meeting could not take place. It is absolutely heart breaking to try and get any answers from the Practice....

This is despite getting 173 hits from members of the Public on this platform, I have reached the conclusion that I will have to go back to the GMC and this is something that I really did not want to do

Regards

Red1

Update posted by Red1 (the patient)

Dear Patient Opinion,

I had a meeting yesterday with Administrators at NHS Grampian yesterday and I hope that some progress may be made.

Regards

Red1

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