NHS Contact ?

Gremlin

Gremlin

Houdini
Suspended / Banned
Messages
17,791
Name
Ingrid
Edit My Images
No
Long story, but after my daughter wasn't called for a couple of normal health checks she contacted her surgery only to be told she wasn't
registered with them
When she had her first covid jab it came to light that her NHS Number is now under someone else's name , her first name but different surname, registered in a different doctor's 20 miles away, all the records are hers
She has asked her doctors for help but it seems to be going nowhere and she hasn't had the result os a test she had recently although her doctors have accepted her back on their books
Any idea how she can cot the NHS direct and speak to someone who may be able to sort it out before something serious happens as at the monebt
anything could happen if she has had a bad test result that requires treatment and her doctors aren't doing anything
 
Thanks for that, seems a bit unclear on who to contact, we'll plough through it a see if it becomes clearer, just tried one
number that seemed more concerned with complaints which isn't really relevant at the moment
 
Gremlin said:
Long story, but after my daughter wasn't called for a couple of normal health checks she contacted her surgery only to be told she wasn't
registered with them
When she had her first covid jab it came to light that her NHS Number is now under someone else's name , her first name but different surname, registered in a different doctor's 20 miles away, all the records are hers
She has asked her doctors for help but it seems to be going nowhere and she hasn't had the result os a test she had recently although her doctors have accepted her back on their books
Any idea how she can cot the NHS direct and speak to someone who may be able to sort it out before something serious happens as at the monebt
anything could happen if she has had a bad test result that requires treatment and her doctors aren't doing anything
Click to expand...


That's a bit worrying. Does that mean someone else could potentially be getting access to your daughter's records if they asked the doctor who is based 20 miles away?
 
gman said:
That's a bit worrying. Does that mean someone else could potentially be getting access to your daughter's records if they asked the doctor who is based 20 miles away?
Click to expand...

I suppose so, but at the moments she is more worried about the fact that she is not being called for or getting test results,
luckily she was booked for vaccination by her employer and that's when the problem first came to light
 
Gremlin said:
number that seemed more concerned with complaints which isn't really relevant at the moment
Click to expand...

I think you should make a formal complaint while trying to sort it out in other ways. Firstly it means it will definitely get attention and secondly they need to find out how it happened in case it has happened more widely. If your case just gets sorted ‘locally’ it doesn’t identify the problem.
 
sphexx said:
I think you should make a formal complaint while trying to sort it out in other ways. Firstly it means it will definitely get attention and secondly they need to find out how it happened in case it has happened more widely. If your case just gets sorted ‘locally’ it doesn’t identify the problem.
Click to expand...

Obviously we will have to try something, but it's trying to find out who to get in touch with initially that is what I am trying to do
Doctors know but don't seem to want to tell her what's happening so I have told her we need to go higher but where to next ?
Was hoping to get an answer here, next step might have to be citizens advice
 
If you mention GDPR breach that will get the attention of someone who can sort this mess.
 
I think you need to raise awareness at a fairly high level. My normal approach when organisations don't offer transparent routes for communication is to go to the CEO. I find this website very useful. Unfortunately it does not show detail for NHS England. I would try as a first point of contact the CEO of the CCG that controls the Doctor's surgery. I would also agree with redsnappa and mention your concerns about data protection.

Best of luck.
 
My experience is that it is very difficult to get anything of this nature corrected locally. My problem was minor. I had a test at LGI Leeds about 40 years ago which created a record there. 20 years later when I attended there again my address was the same but the postcode had been changed by the Royal Mail and the old one was in use elsewhere. I repeatedly followed ’procedure’ notifying clinics and secretarial staff and once collared some IT people in a lift and then their transport office (which you would think would be interested). Eventually I started making a formal complaint as the only way I could see to get it done. By chance I got a routine “update your details” survey from them that cured it! :(.
 
That is a massive data breach. Because I have been cynical for a very long time now, I would go to the Trust and the press at the same time.
 
I wonder if the General Data Protection Regulation is the problem when it comes to fixing an otherwise minor mistake of this nature. It runs to 11 chapters and 99 sections, which is excessive to say the least. Technically, cleaning up data is a 5 minute job but the already labyrinthine GDPR is further complicated by local rules to the point that I imagine many staff are terrified of touching personal data, for fear of being sacked and/or fined. I worked on various secure systems over the years and, before the GDPR, database maintenance was a simple matter. Now, most "rocket scientists" would run screaming from their offices if asked to do it. :banghead: :naughty:
 
Very simply use the contact details on this link on NHSE https://www.england.nhs.uk/contact-us/complaint/complaining-to-nhse/ however a few tips from someone working for the NHS are:

1. You should not do the communicating as the NHS will throw back the fact that you are NOT the affected person and ironically will quote confidentiality at you.
2. See 1. Your daughter is the one that must make the complaint. (of course you can help her out but you'll get further by not contacting NHS directly yourself).
3. Include everything they are asking for in the list on that page under "what you need to provide".
4. Add the fact that this is (not that you think it is) a breach under the Caldicott principles and ask how to report that separately and to whom. This will get their attention more than GDPR which is not as applicable in this case.
5. Once email with all the above is sent, get her to follow it up with a phone call to the number on that page too, again, mention it's a Caldicott breach but don't get into a long conversation. The purpose of this call should be to raise the fact you've (she's) sent an email outlining the issues and expect a reply in a timely fashion. All comms should be through email or snail mail.

Here's the rub and a few posters have alluded to it. The NHS is a lumbering bureaucratic beast, you need to find the right buttons to spur it into meaningful action. (Mentioning Caldicott breaches should be enough to do that). It means going to the top, it means finding the email for whoever is in charge of your GP, the chief executive at her local hospital where she is a patient, the Patient Advice and Liasion Service at the local hospital and the email of the head of your local Clinical Commissioning Group AND when you send the initial email to the NHS England setting out the complaint you need to add all of them in the CC section. You also need to include a line something along the lines of how damaging to her health and future wellbeing this situation and in light of this would expect a reply within 10 working days.

No disrespect to Andy re the press, but that is a last resort and definitely one to keep as a back up if nothing meaningful is done, as is a solicitor that deals in these issues. I'm not against either but it's a stepped process, one at a time.
 
Donnie said:
Very simply use the contact details on this link on NHSE https://www.england.nhs.uk/contact-us/complaint/complaining-to-nhse/ however a few tips from someone working for the NHS are:

1. You should not do the communicating as the NHS will throw back the fact that you are NOT the affected person and ironically will quote confidentiality at you.
2. See 1. Your daughter is the one that must make the complaint. (of course you can help her out but you'll get further by not contacting NHS directly yourself).
3. Include everything they are asking for in the list on that page under "what you need to provide".
4. Add the fact that this is (not that you think it is) a breach under the Caldicott principles and ask how to report that separately and to whom. This will get their attention more than GDPR which is not as applicable in this case.
5. Once email with all the above is sent, get her to follow it up with a phone call to the number on that page too, again, mention it's a Caldicott breach but don't get into a long conversation. The purpose of this call should be to raise the fact you've (she's) sent an email outlining the issues and expect a reply in a timely fashion. All comms should be through email or snail mail.

Here's the rub and a few posters have alluded to it. The NHS is a lumbering bureaucratic beast, you need to find the right buttons to spur it into meaningful action. (Mentioning Caldicott breaches should be enough to do that). It means going to the top, it means finding the email for whoever is in charge of your GP, the chief executive at her local hospital where she is a patient, the Patient Advice and Liasion Service at the local hospital and the email of the head of your local Clinical Commissioning Group AND when you send the initial email to the NHS England setting out the complaint you need to add all of them in the CC section. You also need to include a line something along the lines of how damaging to her health and future wellbeing this situation and in light of this would expect a reply within 10 working days.

No disrespect to Andy re the press, but that is a last resort and definitely one to keep as a back up if nothing meaningful is done, as is a solicitor that deals in these issues. I'm not against either but it's a stepped process, one at a time.
Click to expand...


Thanks Paul, that is just what we want to know much appreciated

I wasn't intending to do it for her, she is a care worker doing 12 hour shifts so I hoped to find our where she could
go too get help also neither her nor myself really want to make a complaint at this time, just get things sorted,
as far as the press is concerned that's not going to happen
 
Donnie said:
Very simply use the contact details on this link on NHSE https://www.england.nhs.uk/contact-us/complaint/complaining-to-nhse/ however a few tips from someone working for the NHS are:

1. You should not do the communicating as the NHS will throw back the fact that you are NOT the affected person and ironically will quote confidentiality at you.
2. See 1. Your daughter is the one that must make the complaint. (of course you can help her out but you'll get further by not contacting NHS directly yourself).
3. Include everything they are asking for in the list on that page under "what you need to provide".
4. Add the fact that this is (not that you think it is) a breach under the Caldicott principles and ask how to report that separately and to whom. This will get their attention more than GDPR which is not as applicable in this case.
5. Once email with all the above is sent, get her to follow it up with a phone call to the number on that page too, again, mention it's a Caldicott breach but don't get into a long conversation. The purpose of this call should be to raise the fact you've (she's) sent an email outlining the issues and expect a reply in a timely fashion. All comms should be through email or snail mail.

Here's the rub and a few posters have alluded to it. The NHS is a lumbering bureaucratic beast, you need to find the right buttons to spur it into meaningful action. (Mentioning Caldicott breaches should be enough to do that). It means going to the top, it means finding the email for whoever is in charge of your GP, the chief executive at her local hospital where she is a patient, the Patient Advice and Liasion Service at the local hospital and the email of the head of your local Clinical Commissioning Group AND when you send the initial email to the NHS England setting out the complaint you need to add all of them in the CC section. You also need to include a line something along the lines of how damaging to her health and future wellbeing this situation and in light of this would expect a reply within 10 working days.

No disrespect to Andy re the press, but that is a last resort and definitely one to keep as a back up if nothing meaningful is done, as is a solicitor that deals in these issues. I'm not against either but it's a stepped process, one at a time.
Click to expand...


What an excellent and helpful post. (y)
 
Gremlin said:
Thanks Paul, that is just what we want to know much appreciated

I wasn't intending to do it for her, she is a care worker doing 12 hour shifts so I hoped to find our where she could
go too get help also neither her nor myself really want to make a complaint at this time, just get things sorted,
as far as the press is concerned that's not going to happen
Click to expand...

Never say never, the press can be a very useful tool, even if it's mentioned further down the line if your issues not being resolved. As for complaint, this is what you are doing and need to do, you've already tried to resolve this and it's not being taken seriously. In the NHS the word complaint in this sense is not the same context as what you think it is. It's used as a formal process to resolve issues. Do not feel you are moaning or complaining in the layman sense of the word. This is how to get this sorted for her, or at least it's a step toward it. (y)
 
Donnie said:
Do not feel you are moaning or complaining in the layman sense of the word. This is how to get this sorted for her, or at least it's a step toward it. (y)
Click to expand...

Hopefully it won't get that far.
Latest update is that she now has been reregistered with her doctor but no access to her
medical records as they have been locked pending getting the correct name reinstated.
Really odd thing this, all the details are hers, including her address etc but the name isn't and had been registered
practice elsewhere
She has been told it could take a while to sort out but in the meantime she is still registered, just have to see what happens now
 
Gremlin said:
Hopefully it won't get that far.
Latest update is that she now has been reregistered with her doctor but no access to her
medical records as they have been locked pending getting the correct name reinstated.
Really odd thing this, all the details are hers, including her address etc but the name isn't and had been registered
practice elsewhere
She has been told it could take a while to sort out but in the meantime she is still registered, just have to see what happens now
Click to expand...

Its also interesting to consider that this other person, if she exists and registered with the other practice, has no medical record at all :( and so is worse off than your daughter — assuming it’s a weird computer glitch and there’s no sort of scam involved.
 
When my wife was pregnant with our first child, during one of the scan visits we were told to have a seat in the main waiting area. We sat down and there was a file just sitting there on the chair next to us. We picked it up and it was my wife's confidential medical records :oops: :$

We were pretty shocked, but to be fair that has been the only time we've had such an incident...well, that we know of lol

I guess mistakes happen, let's hope they resolve it quickly for you.
 
You must log in or register to reply here.
Back
Top