To whom should complaints about a practise manager be addressed? The
practise is in Watford, Herts.
--
The world will little note, nor long remember what we say here
Abraham Lincoln at Gettysburg

On 07/08/2021 12:36, Peter wrote:
> To whom should complaints about a practise manager be addressed?  The
> practise is in Watford, Herts.

Find out whatever it is thats replaced the NHS Primary Care Trust in
Herts, and then track down the Director of Human Resources.

Theres bound to be some sort of "meet the team" page on a web site
somewhere - hopefully with mugshots to assist with target identification.

AT

--
random signature text inserted here

On 07/08/2021 12:36, Peter wrote:
> To whom should complaints about a practise manager be addressed?  The
> practise is in Watford, Herts.

https://www.england.nhs.uk/contact-us/complaint/complaining-to-nhse/

--
Oliver

On 07/08/2021 12:36, Peter wrote:
> To whom should complaints about a practise manager be addressed?  The
> practise is in Watford, Herts.

There is a useful-looking leaflet here for downloading:

https://www.ombudsman.org.uk/sites/default/files/How_to_raise_concerns_about_a_general_practice_0.pdf

--
Oliver

In article <sem16h$iin$1@dont-email.me>,
Abandoned_Trolley <fred@fred-smith.co.uk> wrote:
> On 07/08/2021 12:36, Peter wrote:
> > To whom should complaints about a practise manager be addressed? The
> > practise is in Watford, Herts.

> Find out whatever it is thats replaced the NHS Primary Care Trust in
> Herts, and then track down the Director of Human Resources.

> Theres bound to be some sort of "meet the team" page on a web site
> somewhere - hopefully with mugshots to assist with target identification.

> AT

I'd have expected the Practice Manager to be employed by the GPs who
provide the medical services. Write to the Senior Doctor.

> -

--
from KT24 in Surrey, England
"I'd rather die of exhaustion than die of boredom" Thomas Carlyle

On Sat, 7 Aug 2021 12:36:54 +0100, Peter <peterxpercival@hotmail.com>
wrote:

>To whom should complaints about a practise manager be addressed? The
>practise is in Watford, Herts.

If you are going to make your complaint in writing get someone else to
read it before you send it to the practice. They are more likely to
take notice of something short, well written, correctly spelled and
punctuated than a long diatribe.

Oliver wrote:
> On 07/08/2021 12:36, Peter wrote:
>> To whom should complaints about a practise manager be addressed?  The
>> practise is in Watford, Herts.
>
> https://www.england.nhs.uk/contact-us/complaint/complaining-to-nhse/
>

Thank you.

--
The world will little note, nor long remember what we say here
Abraham Lincoln at Gettysburg

Graham Harrison wrote:
> On Sat, 7 Aug 2021 12:36:54 +0100, Peter <peterxpercival@hotmail.com>
> wrote:
>
>> To whom should complaints about a practise manager be addressed? The
>> practise is in Watford, Herts.
>
> If you are going to make your complaint in writing get someone else to
> read it before you send it to the practice. They are more likely to
> take notice of something short, well written, correctly spelled

Ok, c not s.

> and
> punctuated than a long diatribe.
>

--
The world will little note, nor long remember what we say here
Abraham Lincoln at Gettysburg

On 07/08/2021 12:36, Peter wrote:
> To whom should complaints about a practise manager be addressed?  The
> practise is in Watford, Herts.

and ... on further reflecion, my ealier suggestion might be worthless
as its very unlikely that he / she is a NHS employee ...

--
random signature text inserted here

Abandoned_Trolley wrote:
> On 07/08/2021 12:36, Peter wrote:
>> To whom should complaints about a practise manager be addressed?  The
>> practise is in Watford, Herts.
>
>
>
> and  ... on further reflecion, my ealier suggestion might be worthless
> as its very unlikely that he / she is a NHS employee ...
>

She'll be a salaried employee of the doctors' partnership, I would think.

--
The world will little note, nor long remember what we say here
Abraham Lincoln at Gettysburg

In article <sematc$og3$1@gioia.aioe.org>,
Peter <peterxpercival@hotmail.com> wrote:
> Abandoned_Trolley wrote:
> > On 07/08/2021 12:36, Peter wrote:
> >> To whom should complaints about a practise manager be addressed? The
> >> practise is in Watford, Herts.
> >
> >
> >
> > and ... on further reflecion, my ealier suggestion might be worthless
> > as its very unlikely that he / she is a NHS employee ...
> >

> She'll be a salaried employee of the doctors' partnership, I would think.

Which is waht I said three hours ago.

--
from KT24 in Surrey, England
"I'd rather die of exhaustion than die of boredom" Thomas Carlyle

I'm just wondering if I should raise a complaint?

I had an appointment for a special 4 weekly injection on the Friday
afternoon, which I managed to forgot to attend I was so busy packing
for two week holiday in the UK. I rang a practice local to where I was
going, but they were unable to fit me in within a reasonable time,
though they did suggest I try an alternative which was even nearer to
where we were to stay as from the following day, for two weeks.

I then rang the nearer practice, registered as a temporary patient and
managed to get an appointment for the following Tuesday. Later on the
Friday, I noticed I'd had a missed call from them, just at their
closing time, so I was unable to ring them back until the Monday.

I rang them first thing Monday, to be told my appointment was cancelled
because the address where I was staying was not in their area and to
ring the first practice I had contacted, to see if they could give me
an appointment - I already knew they could not, or ring 111.

I then spent several hours on the phone with 111, trying to get them to
sort something out for the essential injection. They seemed at first
stumped, but eventually decided the out of hours team would be able to
arrange something for me - if I rang 111 out of hours. Waiting time for
an answer on 111 is around 75 minutes, so they said start the call
around 17:30. Out of hours 111 eventually arranged for me to have the
injection in an hospital ten miles away and later that evening.

Have I a complaint in that the 2nd practice allowed me to register,
gave me an appointment, then simply cancelled it, wasting my entire
Monday trying to resolve it?

Harry Bloomfield wrote:
> I'm just wondering if I should raise a complaint?

Yes, but understand in advance that *no* complaints are ever upheld.
>
> I had an appointment for a special 4 weekly injection on the Friday
> afternoon, which I managed to forgot to attend I was so busy packing for
> two week holiday in the UK. I rang a practice local to where I was
> going, but they were unable to fit me in within a reasonable time,
> though they did suggest I try an alternative which was even nearer to
> where we were to stay as from the following day, for two weeks.
>
> I then rang the nearer practice, registered as a temporary patient and
> managed to get an appointment for the following Tuesday. Later on the
> Friday, I noticed I'd had a missed call from them, just at their closing
> time, so I was unable to ring them back until the Monday.
>
> I rang them first thing Monday, to be told my appointment was cancelled
> because the address where I was staying was not in their area and to
> ring the first practice I had contacted, to see if they could give me an
> appointment - I already knew they could not, or ring 111.
>
> I then spent several hours on the phone with 111, trying to get them to
> sort something out for the essential injection. They seemed at first
> stumped, but eventually decided the out of hours team would be able to
> arrange something for me - if I rang 111 out of hours. Waiting time for
> an answer on 111 is around 75 minutes, so they said start the call
> around 17:30. Out of hours 111 eventually arranged for me to have the
> injection in an hospital ten miles away and later that evening.
>
> Have I a complaint in that the 2nd practice allowed me to register, gave
> me an appointment, then simply cancelled it, wasting my entire Monday
> trying to resolve it?

--
The world will little note, nor long remember what we say here
Abraham Lincoln at Gettysburg

On 07/08/2021 21:48, Peter wrote:
> Yes, but understand in advance that *no* complaints are ever upheld.

<https://www.ombudsman.org.uk/about-us/how-our-casework-makes-difference/case-summaries/about-our-case-summaries>

I had a quick look by putting "upheld" into the search box.

--
Oliver

On 07/08/2021 in message <semrjh$c2r$1@gioia.aioe.org> Peter wrote:

>>I'm just wondering if I should raise a complaint?
>
>Yes, but understand in advance that no complaints are ever upheld.

Sounds like our landlord's MD. If you complain about him to the chairman
then the chairman passes the complaint to the MD to handle. He will reject
it (nobody has ever had a complaint accepted) and tell you that you can
appeal if you wish. If you appeal he deals with that as well and rejects it.

--
Jeff Gaines Wiltshire UK
Tell me what you need, and I'll tell you how to get along without it.

Peter was thinking very hard :
> Harry Bloomfield wrote:
>> I'm just wondering if I should raise a complaint?
>
> Yes, but understand in advance that *no* complaints are ever upheld.

I just wanted a sanity check, to confirm that I did have reasonable
grounds for a complaint.

On 07/08/2021 20:17, Harry Bloomfield wrote:
> I'm just wondering if I should raise a complaint?
>
> I had an appointment for a special 4 weekly injection on the Friday
> afternoon, which I managed to forgot to attend I was so busy packing
> for two week holiday in the UK. I rang a practice local to where I was
> going, but they were unable to fit me in within a reasonable time,
> though they did suggest I try an alternative which was even nearer to
> where we were to stay as from the following day, for two weeks.
>
> I then rang the nearer practice, registered as a temporary patient and
> managed to get an appointment for the following Tuesday. Later on the
> Friday, I noticed I'd had a missed call from them, just at their
> closing time, so I was unable to ring them back until the Monday.
>
> I rang them first thing Monday, to be told my appointment was cancelled
> because the address where I was staying was not in their area and to
> ring the first practice I had contacted, to see if they could give me
> an appointment - I already knew they could not, or ring 111.
>
> I then spent several hours on the phone with 111, trying to get them to
> sort something out for the essential injection. They seemed at first
> stumped, but eventually decided the out of hours team would be able to
> arrange something for me - if I rang 111 out of hours. Waiting time for
> an answer on 111 is around 75 minutes, so they said start the call
> around 17:30. Out of hours 111 eventually arranged for me to have the
> injection in an hospital ten miles away and later that evening.
>
> Have I a complaint in that the 2nd practice allowed me to register,
> gave me an appointment, then simply cancelled it, wasting my entire
> Monday trying to resolve it?

I would guess that because you were too busy packing to attend an
appointment booked some time previously, you are mostly to blame for
what happened next.

Then the practice gave you an appointment then rang you to tell you that
they had made a mistake, only you didn't answer the call. Hence all the
faffing around on the following Monday.

My doctor's practice has big signs up asking that if a patient is unable
to keep an appointment they should ring and tell the receptionist
because simply not turning up is a waste of scarce resources. I wonder
too about the shelf life of the injection you should have had. The
practice would have paid for it, and if it had a finite shelf life it
was probably thrown away when you didn't arrive to receive it. Money wasted.

So yes, you can make a complaint that the 2nd practice should not have
registered you as a temporary patient (did you insist on it, or not give
them a chance to validate what you told them?) but I don't think you
will get a better response than "self inflicted wound", once you explain
the circumstances.

Jim

Indy Jess John has brought this to us :
> I would guess that because you were too busy packing to attend an appointment
> booked some time previously, you are mostly to blame for what happened next.

It was the first appointment I had ever missed, in many - It wasn't
simply forgotten due to the packing, another urgent unplanned issue had
cropped up to divert my attention.

>
> Then the practice gave you an appointment then rang you to tell you that they
> had made a mistake, only you didn't answer the call. Hence all the faffing
> around on the following Monday.

They rang my landline number at precisely 18:00, then closed, so I
could not ring them back. They had both my mobile and landline numbers
- I had the mobile with me, they made no attempt to ring that. It would
not have made any difference anyway, telling me at 18:00 on a Friday -
it was far too late to ring round to find an alternative. I was stuck
until Monday and on Monday trying to arrange something on a poor mobile
service. Why go through the rigmarole of letting me register, knowing
the address I would be staying, give me an appointment, then much later
- too late to be useful - ring me back to cancel it? I made clear how
urgent the injection was, when I registered. Does it really matter if
as they claimed, my temporary address was not part of the area they
covered? I was going to them, with the injection.

Indy Jess John <bathwatchdog@OMITTHISgooglemail.com> wrote:
> On 07/08/2021 20:17, Harry Bloomfield wrote:
>> I'm just wondering if I should raise a complaint?
>>
>> I had an appointment for a special 4 weekly injection on the Friday

>> I rang them first thing Monday, to be told my appointment was cancelled
>> because the address where I was staying was not in their area and to
>> ring the first practice I had contacted, to see if they could give me
>> an appointment - I already knew they could not, or ring 111.
>
>
> So yes, you can make a complaint that the 2nd practice should not have
> registered you as a temporary patient (did you insist on it, or not give
> them a chance to validate what you told them?) but I don't think you
> will get a better response than "self inflicted wound", once you explain
> the circumstances.
>
> Jim
>
>
My first contact would be to the Practice Manager , asking why they
accepted you in the first place , having worked in a GP practice, the issue
about being out of area is mostly in case a GP received an out of hours
call out , perhaps the staff member who dealt with you was unaware you were
out of area & only when paperwork was put through the IT system was it
drawn to their attention..

--
§mokey

Smokey presented the following explanation :
> My first contact would be to the Practice Manager , asking why they
> accepted you in the first place , having worked in a GP practice, the issue
> about being out of area is mostly in case a GP received an out of hours
> call out , perhaps the staff member who dealt with you was unaware you were
> out of area & only when paperwork was put through the IT system was it
> drawn to their attention..

The pratice I registered at is two miles away, the one they suggested
registering at is 4 miles away.

Harry Bloomfield, Esq. <a@harrym1byt.plus.com> wrote:
> Smokey presented the following explanation :
>> My first contact would be to the Practice Manager , asking why they
>> accepted you in the first place , having worked in a GP practice, the issue
>> about being out of area is mostly in case a GP received an out of hours
>> call out , perhaps the staff member who dealt with you was unaware you were
>> out of area & only when paperwork was put through the IT system was it
>> drawn to their attention..
>
> The pratice I registered at is two miles away, the one they suggested
> registering at is 4 miles away.
>

You may find some info here …

https://www.bma.org.uk/advice-and-support/gp-practices/managing-your-practice-list/out-of-area-gp-registrations-and-patient-choice

--
§mokey

Smokey has brought this to us :
> NewsReader : NewsTap/5.5 (iPhone/iPod Touch)
> Newsgroups : uk.people.silversurfers
>
> Harry Bloomfield, Esq. <a@harrym1byt.plus.com> wrote:
>> Smokey presented the following explanation :
>>> My first contact would be to the Practice Manager , asking why they
>>> accepted you in the first place , having worked in a GP practice, the
>>> issue
>>> about being out of area is mostly in case a GP received an out of hours
>>> call out , perhaps the staff member who dealt with you was unaware you
>>> were
>>> out of area & only when paperwork was put through the IT system was it
>>> drawn to their attention..
>>
>> The pratice I registered at is two miles away, the one they suggested
>> registering

Nowt much there, apart from confirming the temporary registration does
not include home visits - so where you register shouldn't matter,
priding you go to them for the appointment. Thanks..

Harry Bloomfield, Esq. used his keyboard to write :
> I'm just wondering if I should raise a complaint?
>
> I had an appointment for a special 4 weekly injection on the Friday
> afternoon, which I managed to forgot to attend I was so busy packing for two
> week holiday in the UK. I rang a practice local to where I was going, but
> they were unable to fit me in within a reasonable time, though they did
> suggest I try an alternative which was even nearer to where we were to stay
> as from the following day, for two weeks.
>
> I then rang the nearer practice, registered as a temporary patient and
> managed to get an appointment for the following Tuesday. Later on the Friday,
> I noticed I'd had a missed call from them, just at their closing time, so I
> was unable to ring them back until the Monday.
>
> I rang them first thing Monday, to be told my appointment was cancelled
> because the address where I was staying was not in their area and to ring the
> first practice I had contacted, to see if they could give me an appointment -
> I already knew they could not, or ring 111.
>
> I then spent several hours on the phone with 111, trying to get them to sort
> something out for the essential injection. They seemed at first stumped, but
> eventually decided the out of hours team would be able to arrange something
> for me - if I rang 111 out of hours. Waiting time for an answer on 111 is
> around 75 minutes, so they said start the call around 17:30. Out of hours 111
> eventually arranged for me to have the injection in an hospital ten miles
> away and later that evening.
>
> Have I a complaint in that the 2nd practice allowed me to register, gave me
> an appointment, then simply cancelled it, wasting my entire Monday trying to
> resolve it?

A quick update on the progress of this...

There was an automated acknowledgement in responce to my initial email
of complaint, suggesting they were very busy, but would get back to me.
They got back to me yesterday apologising for the delay and to say my
original email of complaint had landed in their junk folder. Today
another email arrived with attached Word forms to complete - why do
these people just assume you have a printer to print the forms out and
sign them and post them? There wasn't even an obvious address to which
to post them to.

I do have a printer, but I also have Word so was able to complete the
documents in that, add a digital signature and attach the completed
file to an email.

On 07/09/2021 in message <sh7d59$lr6$1@dont-email.me> Harry Bloomfield,
Esq. wrote:

>I do have a printer, but I also have Word so was able to complete the
>documents in that, add a digital signature and attach the completed file
>to an email.

Saving it as pdf is a tad more secure in case the recipient tries to
change it, not foolproof nowadays.

--
Jeff Gaines Wiltshire UK
All things being equal, fat people use more soap