I am now being threatened with legal action for harassment etc, something that I have not done, I have only requested that they act to stop this abuse of patients, but I appear to have hit a nerve!
This letter was received today,6 days after it is dated and 2 days after the postmark;-
1 November 2007
Dear Mr ******
Your Complaint in respect of GP's use of 0844 numbers.In respect of the above I would like to make the following points;
In the course of the last three months, our complaints department together with other staff members have received at least seven emails and numerous telephone calls from you about this matter, which they have treated seriously and investigated thoroughly. These members of staff have treated you courteously and endeavoured to keep you fully informed.
To reiterate here, what you have been told previously, remains the PCT position at this time,
1) General Practitioners are independent contractors and responsible for making their
own telephone arrangements.
2) The Guidance and advice circulated on this matter by Lord Warner and the
Department of Health, has been brought to the attention of GP's by the PCT,
however as it is guidance only, there are no sanctions available to the PCT to
ensure that it is followed by our contractors.
3) The PCT has taken steps to address this matter with its contractors through the
Local Medical Committee, bringing to the Committee's attention the official guidance
on the subject.
4) The PCT has asked for further guidance from the Department of Health, on this
matter and is awaiting an official response.
5) The PCT has also sought legal advice, and is satisfied that it has discharged its
responsibilities at this time.
The Trust has done all it can at this time to address the issues you have raised, should circumstances change in light of further guidance from the Department of Health we will undertake to write to you to keep you informed. If you still feel that the issue is unresolved you are entitled to follow the appeals procedure and either ask the Healthcare Commission to conduct an independent review or contact the Independent Complaints Advocacy Service (see contact details and explanatory notes at the end of this correspondence). You are therefore advised that until further Department of Health guidance is issued in respect of this matter the PCT has nothing further to add and will not engage in any future correspondence in respect of this issue.
Whilst I appreciate that you feel strongly about this matter and feel you are acting in the interest of your fellow service users, I must point out that the way in which you have undertaken your campaign has caused distress to Trust staff in particular Christine Martin and Carol Hannon, who feel they have been subject to aggression, intimidation and harassment through both your written and verbal communications. I must ask you to therefore to desist from contacting the PCT or its staff in relation to this matter. Failure to do so will be considered by this organisation as a continued course of harassment which could result in the Trust taking one of the following actions:
• The matter will be reported to the police with a view to this health body supporting a
criminal prosecution by the Crown Prosecution Service.
• The matter will be reported to the NHS Security Management Service Legal
Protection Unit with a view to this health body supporting criminal or civil proceedings
or other sanctions. Any legal costs incurred will be sought from yourself.
• Consideration will be given to obtaining a civil injunction in the appropriate terms.
Any legal costs incurred will be sought from yourself.
Behaviour such as this is unacceptable and will not be tolerated. This Trust is firmly of the view that all those who work in or provide services to the NHS have the right to work in safety and to do so without fear of intimidation, abuse or violence. It is sincerely hoped that such action will not be necessary.
A copy of this letter is attached. Please sign the second copy and return it to me to indicate that you have read and understood the above warning and agree not to act in a threatening, abusive or intimidating way to NHS employees or staff employed in the provision of Primary Care services in Central Lancashire.
If you do not reply within 14 days I shall assume tacit agreement.
Yours sincerely
Mark Wilkinson
Chief Executive
Explanatory notes re appealsYou have the right to ask the healthcare commission for an independent review of your case. This should be done within six months of the date of this letter. The Healthcare Commission is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide services. You can contact the healthcare commission on telephone number 020 7448 9200, or write to healthcare commission, FREEPOST NAT 18958, Complaints Investigation Team, Manchester, M1 9XZ.
Website:
www.healthcarecommission.org.ukE-mail: complaints@healthcarecommission.org.uk
Alternatively, The Independent Complaints Advocacy Service (ICAS) will be able to advise you. The Telephone number for ICAS is 01772 994065
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