Still no apology from practice manager (From Warrington Guardian)

Still no apology from practice manager

9:59am Thursday 12th April 2012 in Letters

IN response to recent letters regarding Birchwood Medical Centre, we have been patients there since 1994 and despite one breach of confidentiality, we have received satisfactory medical treatment.

However, my wife had the misfortune to call upon the services of the medical centre in August last year.

Our 19-month-old daughter was presented as a possible medical emergency. But any medical assessment was denied by the receptionist on duty and, by her own admission, her colleague.

We only asked for an apology from the first receptionist to say she had made the wrong decision. This was originally promised by the practice manager and then denied by the receptionist herself.

My wife and I have more than 40 years nursing experience between us. The request made by my wife was not unusual, and confirmed as possible by a GP later that day. But still was not made.

The surgery has admitted its failure regarding this. So for the likes of P Ross, D Eastburn and J Moss, to name but a few, they need to listen to the poor standards too. If they want a copy of the surgery’s findings they are only too welcome to them. Helen Jones MP has a copy and the complaint is currently under investigation by the Parliamentary and Health Service ombudsman. I urge G Richards and family to do the same if they feel so strongly.

As part of my own role within the health service, I have dealt with complaints for many years and the way this has been handled has been of a very poor standard. And this includes a statement of events dated one month prior to this. These are also available to the above should they wish to see them.

It was only in January this year that they came up with any sort of action plan following this complaint and by this time our grievance had already been sent to the ombudsman.

I have yet to speak with the practice manager. She has been conveniently unavailable every time I have called for the past five months. Draw your own conclusions.

JOHN BARTON Gorse Covert