NHS complaints law and CNWL complaints proceedure

The request was successful.

Dear Central and North West London NHS Foundation Trust,

I understand that CNWL receives many complaints. I'd like to know how many complaints were received between July 2014 and July 2015.

Please also advise how many complaints did CNWL receive for not complying with own complaints procedure.

Please confirm how many complaints did CNWL receive for not complying with NHS complaints law.

Yours faithfully,

James

Heness Nigel (CENTRAL AND NORTH WEST LONDON NHS FOUNDATION TRUST), Central and North West London NHS Foundation Trust

Dear James,

Thank you for your request.

Due to the amount of Freedom of Information requests we are receiving around 550% of what we received during this month in 2013, and reductions in staff to deal with requests, please accept this as confirmation of receipt of your below request.

We will endeavour to provide a response within 20 working days, should there be any problems we will endeavour to keep you updated if you have provided telephone numbers that you are contactable on.

Should you have any questions, please quote the above reference in any correspondence.

Thank you and kind regards,

Nigel D Heness
Data Protection and Freedom of Information Officer
Tel: 020 3214 5852 Email: [email address] Web: www.cnwl.nhs.uk

Information Governance
CNWL - Central and North West London NHS Foundation Trust
Trust Headquarters, 1st Floor Stephenson House, 75 Hampstead Road, London NW1 2PL

CNWL (Central and North West London NHS Foundation Trust) Has almost 7,000 staff providing integrated healthcare to a third of London's population, Milton Keynes and areas beyond.
________________________________________
From: cnwl FreedomofInformation (CENTRAL AND NORTH WEST LONDON NHS FOUNDATION TRUST)
Sent: 16 July 2015 07:39
To: Heness Nigel (CENTRAL AND NORTH WEST LONDON NHS FOUNDATION TRUST)
Subject: 15 FOI 191 Freedom of Information request - NHS complaints law and CNWL complaints proceedure

________________________________________
From: James [[FOI #280372 email]]
Sent: 16 July 2015 02:28
To: cnwl FreedomofInformation (CENTRAL AND NORTH WEST LONDON NHS FOUNDATION TRUST)
Subject: Freedom of Information request - NHS complaints law and CNWL complaints proceedure

Dear Central and North West London NHS Foundation Trust,

I understand that CNWL receives many complaints. I'd like to know how many complaints were received between July 2014 and July 2015.

Please also advise how many complaints did CNWL receive for not complying with own complaints procedure.

Please confirm how many complaints did CNWL receive for not complying with NHS complaints law.

Yours faithfully,

James

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[FOI #280372 email]

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Heness Nigel (CENTRAL AND NORTH WEST LONDON NHS FOUNDATION TRUST), Central and North West London NHS Foundation Trust

1 Attachment

Dear James,
 
Please find attached our response to your request referenced 15 FOI 192
under the Freedom of Information Act 2000.
 
Thank you and kind regards,
 

Nigel D Heness

Data Protection and Freedom of Information Officer

Tel: 020 3214 5852  Email: [1][email address] Web: [2]www.cnwl.nhs.uk

 

Information Governance

CNWL - Central and North West London NHS Foundation Trust

Trust Headquarters, 1st Floor Stephenson House, 75 Hampstead Road,
London NW1 2PL

 

CNWL (Central and North West London NHS Foundation Trust) Has almost 7,000
staff providing integrated healthcare to a third of London's
population, Milton Keynes and areas beyond.

 

show quoted sections

References

Visible links
1. https://web.nhs.net/owa/redir.aspx?C=ObW...
2. http://www.cnwl.nhs.uk/

James left an annotation ()

I believe that you have uploaded a different response to this request.

Heness Nigel (CENTRAL AND NORTH WEST LONDON NHS FOUNDATION TRUST), Central and North West London NHS Foundation Trust

1 Attachment

Dear James,
 
Please find attached our response to your request referenced 15 FOI 191
under the Freedom of Information Act 2000.
 
Thank you and kind regards,
 

Nigel D Heness

Data Protection and Freedom of Information Officer

Tel: 020 3214 5852  Email: [1][email address] Web: [2]www.cnwl.nhs.uk

 

Information Governance

CNWL - Central and North West London NHS Foundation Trust

Trust Headquarters, 1st Floor Stephenson House, 75 Hampstead Road,
London NW1 2PL

 

CNWL (Central and North West London NHS Foundation Trust) Has almost 7,000
staff providing integrated healthcare to a third of London's
population, Milton Keynes and areas beyond.

 

show quoted sections

References

Visible links
1. https://web.nhs.net/owa/redir.aspx?C=ObW...
2. http://www.cnwl.nhs.uk/

James left an annotation ()

Dear Nigel,

Not for the first time you have submitted a different answer to a different request and therefore this is evasiveness.

My request relates to complaints numbers and you have responded to whether CNWL NHS Trust contribute to police budget.

Dear Central and North West London NHS Foundation Trust,

Usually required by law is a prompt response to an FOI request. This law has been breached in my request
regarding NHS Complaints law and CNWL complaints procedure.

What also concerns me is that this trust has not assisted in other matters regarding Freedom of Information requests and I feel it has no regard for Equality Act 2010.

Please can you clarify the position in respect of my request - promptly.

Yours faithfully,

James Woodley

cnwl FreedomofInformation (CENTRAL AND NORTH WEST LONDON NHS FOUNDATION TRUST), Central and North West London NHS Foundation Trust

Dear James,

We have responded and the response was within the legal time frame.

From: Heness Nigel (CENTRAL AND NORTH WEST LONDON NHS FOUNDATION TRUST)
Sent: 05 August 2015 14:33
To: [email address]
Subject: Freedom of Information Response 15 FOI 191

Dear James,
Please find attached our response to your request referenced 15 FOI 191 under the Freedom of Information Act 2000.
Thank you and kind regards,
Nigel D Heness
Data Protection and Freedom of Information Officer
Tel: 020 3214 5852 Email: [email address] Web: www.cnwl.nhs.uk

Kind regards,

Nigel D Heness
Data Protection and Freedom of Information Officer
Tel: 020 3214 5852 Email: [email address] Web: www.cnwl.nhs.uk

Information Governance
CNWL- Central and North West London NHS Foundation Trust
Trust Headquarters, 1st Floor Stephenson House, 75 Hampstead Road, London NW1 2PL

CNWL (Central and North West London NHS Foundation Trust) has almost 7,000 staff providing integrated healthcare to a third of London's population, Milton Keynes and areas beyond.
________________________________________
From: James [[FOI #280372 email]]
Sent: 15 August 2015 10:26
To: cnwl FreedomofInformation (CENTRAL AND NORTH WEST LONDON NHS FOUNDATION TRUST)
Subject: Internal review of Freedom of Information request - NHS complaints law and CNWL complaints proceedure

Dear Central and North West London NHS Foundation Trust,

Usually required by law is a prompt response to an FOI request. This law has been breached in my request
regarding NHS Complaints law and CNWL complaints procedure.

What also concerns me is that this trust has not assisted in other matters regarding Freedom of Information requests and I feel it has no regard for Equality Act 2010.

Please can you clarify the position in respect of my request - promptly.

Yours faithfully,

James Woodley

-------------------------------------------------------------------
Please use this email address for all replies to this request:
[FOI #280372 email]

Disclaimer: This message and any reply that you make will be published on the internet. Our privacy and copyright policies:
https://www.whatdotheyknow.com/help/offi...

If you find this service useful as an FOI officer, please ask your web manager to link to us from your organisation's FOI page.

show quoted sections

A. Tehrani left an annotation ()

Typical SOP for the CNWL --evade and delay. They are incapable of being honest. I do feel sorry for Nigel H. He actually seems like a good person in an impossible job.

The CNWL is a prime example of everything wrong with NHS foundation Trusts.

They recently changed their complaints email so that it goes to a combined compliments/feedback address.

This is so typical of the CNWL. Their main tactic is usually to get the complainant to make an informal complaint with PALS or whatever replaced that service...
This is a deliberate attempt to thwart persons from filing a formal complaint and I can guarantee you that staff will not explain the difference to patients (victims) so they can delay or obstruct a complaint being made.

I am absolutely biased against this horrible organisation and have been battling with them for a long time. I have a solicitor and a civil case pending against this miserable organisation.

I am alleging that social workers and section 12 doctors have routinely been claiming fees for MH assessments which they did not in fact attend and thus have been committing serious fraud and detaining persons illegally.

I have corroboration from 2 police officers in my case. This was not easy to obtain and we had to contact Met Police Commander Alison Newcomb in order to receive written corroboration.

If anyone has been sectioned by either Dr. Cameron Ryan or AMHP Leon Gooding please do not hesitate to contact me so we can share documents.

The CNWL is just horrible and they will do everything to delay and obstruct any one who makes a complaint....They will do everything in their power to protect and cover for their amoral/immoral staff.

I would advise anyone who is making a complaint to document every contact with the CNWL and to seek advice from CAB or a solicitor.
They will never ever admit to any serious wrong doing.

Demand your files and records from them and demand they send them to you in a timely fashion or you will report them to the ICO.

Make sure you have the full names and titles of any of their staff.

Nurses are registered by the NMC. You can make a complaint to them if a CNWL nurse refuses to give you his or her full name and title. You can also make a complaint against them to the NMC but you must first make a complaint to the CNWL.

Social workers and OT (occupational therapists) and many other health workers are regulated by the HCPC. You can make a complaint against these staff members but you have to make a complaint with the CNWL first.

The GMC regulate doctors. I would not expect too much from this organisation as they seem to care more about protecting doctors rather than the public. However, it's good to file a complaint for the simple fact that at least it will be archived against the Dr. in question.

The CQC is supposed to regulate and investigate MH Trusts. They are piss poor and terrible. However, it may be your only option. They will tell you that they do not investigate individual complaints etc....I would still file a complaint with them simply for archival reasons.

I would advise anyone to also send copies of your complaint to your local CCG and to Healthwatch and Monitor.

I can't emphasize enough the importance of documenting and recording all contact with the CNWL if you are making a complaint.
Keep your complaints short and to the point and don't expect anything from the CNWL.

I have made so many mistakes and have learned a lot from my miserable experience......Again, get your files!! This is called an SAR request. This is so important!

Don't hesitate to write to your MP and fully expect that you will need a solicitor.

The CNWL have been getting away with abuse, misconduct, fraud and yes even murder for too long. They rely on the fact that MH patients have little to no credibility and they will use this against the complainant to justify their horrible and unethical conduct.

Remember they have no interest other than making money. MH patients are a commodity to be exploited and used. Detaining persons is their business....They simply do not care about persons with genuine problems as this would require them to actually work and do something....their staff are horrible and the majority of them are from 3rd world countries with dubious credentials.

More people need to fight back against this trust..Don't be discouraged and make a complaint. Maybe one day the sheer volume of complaints might force a change to this horrible corrupt, inept and criminal organisation.