The NHS Constitution

The request was refused by Wiltshire Primary Care Trust (PCT).

Dear Wiltshire Primary Care Trust (PCT),
I have been trying unsuccessfully for the past NINE MONTHS to obtain a paper copy of the NHS Constitution from AWP Mental Health Partnership NHS Trust,including making an FOI request, but theyve delayed matters, been most unhelpful and made statements that ive found most upsetting. I understand this is a document that explains my rights and minimum levels of service I should expect from them.My treatment for two illnesses they have diagnosed have already been delayed by them for over A YEAR now ! There have been a multitude of problems and delays on their part, and ive asked their PALS and complaints manager for help in making a complaint - but my request was refused ! Ive tried to get help from SEAP ICAS but they too are prooving unhelpful. ANYONE WOULD THINK THERE IS A HUGE COVER UP GOING ON !! Anyhow, in light of my not being able to obtain a paper copy of the NHS Constitution from them, would you be able to arrange for a FULL COPY of the NHS Constitutiojn to be sent to me ? AWP MHP NHS T FOI team have my home address. Would you also be kind enough to send a full copy of the NHS Constitution to AWP MHP NHS T in the hope they might start complying with it in the near future ? Yours faithfully, Steven King

Dear Wiltshire Primary Care Trust (PCT),
When you get around to acknowledging my requests ( reminding you a response MUST be provided within 20 working days ) would you also be kind enough to indicate how many staff at your office were handling FOI requests in Aug 2011, Nov 2011, Feb 2012, May 2012, Aug 2012 ? If you are not prepared to answer this question straight away, please treat this as a separate FOI request. I believe the ICO has issued a decision notice recently against your PCT, and that several recent requests made to your trust via this site have not been responded to within the Legislatory timescales laid down by the Act? Have these violations of the act been put right, and will my own requests now be dealt with in strict compliance of the FOI Act ?

Yours faithfully,

Steven King

Dear Ms Long
Just ANOTHER reminder that my TWO FOI requests listed here, dated 25 08 12 & 30 08 12 are due to be responded to, according to FOI Legislation, on or before 24 09 12 & 27 09 12 respectively. As these are separate requests, made on separate days, should both of them also receive a separate TIMELY acknowledgement ? I expect you are well under way in preparing responses to the matters ive asked about and they shall be sent later this week ?

Yours faithfully,

Steven King

Long Susannah, Wiltshire Primary Care Trust (PCT)

2 Attachments

Dear Mr King,

Further to your emails to [email address] dated 25 August 2012 (your ref. 127068-2df52b26), 27 August 2012 16:37 (your ref. 127221-880ad435), 27 August 2012 17:13 (your ref. 127227-2fff064c), 27 August 2012 17:24 (your ref. 127227-2fff064c) and 17 September 2012 (your ref. 127227-2fff064c) please find below the NHS Wiltshire response in accordance with the Freedom of Information Act 2000.

1) You have asked for a paper copy of the NHS Constitution. Although, by your email, you have implied consent for AWP to share your address with NHS Wiltshire this would not be enough for AWP to undertake sharing your personal information. Please find below a link to the NHS Constitution which is published on the Department of Health website:
http://www.dh.gov.uk/en/Publicationsands...
NHS Wiltshire will be happy to print a copy of the NHS Constitution and send this to your home address if you would like to let me know this address. May I suggest that you do not email your home address to me via 'What do they know' as your information would be made public.

2) You have asked NHS Wiltshire to send a copy of the NHS Constitution to AWP. This is not a requirement of the Freedom of Information Act 2000.

3) You have asked for all policies and procedures NHS Wiltshire has in place for ensuring confidentiality of patient medical records and patient correspondence between a patient and their GP. NHS Wiltshire does not have confidentiality policies or procedures which directly govern GPs working in their own practices under a contract to provide GMS or PMS services. NHS Wiltshire has policies in place to cover PCT staff.

NHS Wiltshire is required to abide by Confidentiality: NHS Code of Practice. The GP will be expected to act in accordance with the regulations and guidance of the GMC. Please find below a link to Confidentiality: NHS Code of Practice which is published on the Department of Health website:
http://www.dh.gov.uk/prod_consum_dh/grou...
Again, NHS Wiltshire will be happy to provide a paper copy.

4) You asked for policies that would prevent and those that would allow a GP to share information without requesting the consent of the patient. Please may I refer you to Confidentiality: NHS Code of Practice which advises on this subject from paragraph 12? Information disclosures should take place to ensure high quality care for the patient.

5) You asked for policies and procedures in place in NHS Wiltshire to deal with such matters. NHS Wiltshire has interpreted this to mean breaches of confidentiality and is able to provide the attached Information Security Incidents - Procedures. NHS Wiltshire will be happy to provide a paper copy.

6) You asked for policies and procedures if a patient becomes aware that a GP has acted illegally, in a discriminatory manner, has committed a number of hate incidents/hate crimes towards a patient of his, has made a serious formal complaint two months ago but not received any response despite reminders, has failed to comply with an access to records request and a SAR under the Data Protection Act, has encouraged a mental health worker to , without just cause, subject his patient to a Mental Health Act. NHS Wiltshire does not hold any policy that governs the patient in these circumstances. The patient is advised to report such issues to the Patient Advice & Liaison Service (PALS) on 0800 389 7671, please see the attached leaflet.

7) You asked for the policy that allows a GP to say '...Maybe you should cut your losses and transfer to a different practice?...'. NHS Wiltshire does not have policies which directly govern GPs working in their own practices under a contract to provide GMS or PMS services.

8) You have asked whether NHS Wiltshire expects its complaints system to be honest, fair, open, transparent, accountable and is dealt with on the basis of the truth, the whole truth and nothing but the truth being recorded? You have also asked whether there are ever any lies, spin, cover up, avoidance of the truth, failure to answer fully and fairly to all matters raised? I believe that NHS Wiltshire operates an honest, fair, open, transparent and accountable complaints system. Please find below a link to the NHS Wiltshire Management of Complaints Policy & Procedure published on the NHS Wiltshire website:
http://www.wiltshire.nhs.uk/Downloads/Po...
NHS Wiltshire will be happy to provide a paper copy.

9) You asked what assistance NHS Wiltshire will offer to make a complaint of a complex and detailed nature. NHS Wiltshire can offer assistance with making a complaint by contacting PALS.

10) You asked how many complaints NHS Wiltshire has received each year over the past five years. Please find this data below.
2011/12 – 52 (decrease in complaints recorded is largely due to national alteration in definitions. From October 2011 complaints regarding other organisations were recorded as concerns. NHS Wiltshire is unable to disaggregate this data, to give a comparable number.)
2010/11- 260
2009/10 – 167
2008/09 – 202
2007/08 – NHS Wiltshire does not hold this data.

11) You asked for the breakdown of complaints between complainants handling their own requests and those with formal assistance and detail the support organisations individually. NHS Wiltshire does not routinely record this information in an accessible format. Compiling this information would exceed the limit given by the Freedom of Information Act 2000.

12) You asked what percentage of complaints were totally upheld, partially upheld and not upheld. NHS Wiltshire does not record in these categories but determines service improvements.

13) You asked how many complainants received formal apologies and how many received offers of financial compensation. All complainants receive an apology from the Chief Executive as they have felt that they had cause to complain. NHS Wiltshire has no record of making any compensation payments. NHS Wiltshire would be advised by the Ombudsman where compensation is considered to be required.

14) You asked how many cases were taken to the Ombudsman each year, in how many cases did the ombudsman find in favour of the complainant and which support organisations helped the complainants to a successful conclusion with the ombudsman each year? NHS Wiltshire can confirm that in 2011/12 five cases were referred to the Ombudsman and two of these cases were upheld, the other cases remain open at this point. Information for previous years is published in the NHS Wiltshire Annual Reports.

15) You asked following the conclusion of the complaints process, how many complainants were sent enquiry forms to obtain their views on their satisfaction levels with the process and result and how many responded? You asked for a blank copy of the form. NHS Wiltshire does not currently have a form as this is under development with the clustering of the service. The form will be sent out each month to randomly selected complainants with an SAE.

16) You asked who handles complaints as they come in, how are they graded, are any solicitor or legal exec or paralegal ever involved? The NHS Wiltshire PALS and Complaints team handle the complaints which are logged and graded according to the content in the letter and referred on appropriately for investigation. It is possible that a solicitor can be involved but this is very rare.

17) You asked if the PCT's objective is damage limitation, risk assessments, protecting the name and image of your Trust put in front of a totally honest, open, transparent and fair complaints system where you ensure that the truth, the whole truth and nothing but the truth appears within your complaint responses? NHS Wiltshire's objectives include the provision of high quality care. Receiving and investigating complaints is a process by which the PCT endeavours to improve quality.

18) You asked how the PCT intends to publish findings regarding complaints handling satisfaction forms. NHS Wiltshire intends to present findings to the PCT and publish on the PCT website.

19) You asked why it has taken 21 days to acknowledge your Application. NHS Wiltshire should like to apologise for this delay which was caused by staff resources being utilised for other tasks. NHS Wiltshire does not, at this time, have an automated acknowledgement system.

The issued that you have alluded to within your emails are of a serious nature. NHS Wiltshire would like to encourage you to discuss these issues with the PALS team on 0800 389 7671.

Should you have any questions regarding this response or if you wish to make a further application, please contact the PCT at [email address].

Kind regards,

Susannah

Susannah Long
Governance & Risk Manager
Wiltshire Primary Care Trust
 

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Dear Ms Long,
Thank you for your response of 21 09 12.I shall refer to the numbered sections within your response :
1.I am on long term benefits, disabled and ill and POOR, I cannot afford to print off long documents that is why I asked you to send a copy. I read with interest what you say about sharing my personal data, although I KNOW FOR CERTAIN this happens between other Wiltshire agencies without my knowledge and consent and often to my detriment as the sharing of my data wthout consent has been done illegally - I see this as further abuse of me. Thank you for offering to print and send a copy to my home address - will you please do so ? For your information my GP has written to me,FINALLY following a formal complaint I made to him in JUNE 2012 - does it usually take THREE MONTHS to respond to a complaint made to an NHS GP ? Within his letter he states " You have brought it to my attention that I should not have shared your information with NHS Wiltshire without first seeking your consent. You are correct in this statement . I followed the advice given to me by NHS Wiltshire but I now know that I should have asked for your consent. I apologise for my own actions in this. NHS Wiltshire will also be sending you an apology letter in regard to this. ..." I trust therefore that your PCT Solicitor will be writing to me with a full and complete chronology of the serious data breach that occurred, without lies spin or cover up, that fully and clearly explains to me the discussions with my GP, what you advised, what actions you took, what data of mine was shared without my consent, identify the levels of the non consensual data sharing. I trust all papers, documents, dicussions, emails will be sent to me so I can see exactly what data was illegally shared, and what incorrect advice was given. I trust you will also supply me with the relevent policies and DPA Legislation that relates to these breaches and explain fully who was involved and why this Illegal action took place. So will you ask the person responding to me by way of these matters, to also enclose the copy of the NHS Constitution. 2. AWP MHP NHS T are responsible for treating thousands of the most vulnerable people in this region - unlike yourselves they have TWICE in nine months written to me stating they do not have a copy of the NHS Constitution, and I can see from the way they are ABUSING ME they are failing to comply with the Legal requirements of that document, along with other Legislation that is in place that is supposed to protect me. Unlike yourself, they do not even provide me with a LINK to the Constitution - not a well run organisation ! I thought maybe if another vulnerable disabled adult was to ask them to provide a copy of the NHS Constitution in future, if they had a copy they MIGHT provide it to that person, rather than cause a patient of theirs damage and distress again by failing to act as they should ? 3. Please supply me with the paper copies of the policies you mention here. 4. Please also supply me with the document you mention here. 5.Please supply paper copies. 6. Please send the PALS Leaflet, but also be aware that several times in the past few months I have spoken with LISA at your PALS, the last occasion 22 08 12 Lisa was approaching SEAP ICAS for me - and clearly stated she was going to re send a letter following my writing to your CEO by recorded delivery on 11 06 12 reporting a number of very serious matters and raising an Safeguarding Alert - which neither he or LISA acted upon. If they subject me to secondary abuse - who should I approach ? 7. Duty of care - acting in the best interests of his patient ? Which route should I take ? 8. Please send me a paper copy - but is it fit for purpose ? 9. But of course I have contacted LISA at your PALS sveral times, and PALS at AWP MANY TIMES, and SWAN ADVOCACY MANY TIMES, and SEAP ICAS MANY TIMES. Im ILL, i need SUPPORT - but for many years now no meaningful support is being provided. ITS A MULTI AGENCY COVER UP, in my opinion - so how do I get support and help ? Questions 9 - 18 - thank you for the information - although it appears I shall not be supported to use your complaints system as the support mechanisms that are in place for everyone else do not appear to be available to me do they - no one will respond to me ! 19. Clearly responding to an vulnerable, disabled , elderly and very ill patient does not warrant a timely response from your organisation, Im not important enough, only lower class and can be ignored by the NHS. LET THE ABUSE CONTINUE ! The matters ive raised are only the TIP of the ICEBERG, the ongoing abuse of me by a number of Wiltshires agencies is horrendous ! Its been going on for 12 YEARS now, and continues to this day. Ive studied protecting vulnerable adults policies, safeguarding policies, NO SECRETS etc and KNOW FOR CERTAIN Im being abused - but its being covered up. YOUR PALS IS NOT FIT FOR PURPOSE, your chief exec doesnt respond, his PA said she would ring me back 4 weeks ago but never did, I spoke with MADDIE ? at your office on 08 06 12 asking for specific policy information she said she would send - never did arrive ! So yes these matters ' ARE OF A SERIOUS NATURE ' as you quite rightly put it, but within your organisation everyone ive contacted wants to cover it all up. Maybe you would prefer to kill me off, rather than deal with the truth ? I do have a question - when is your organisation and the other agencies going to deal with these matters as you should, and give me my life back - its been 12 years now since the serious failings of a number of agencies nearly led to my being murdered - and ive been ill ever since ? I trust you will reply soon ?

Yours sincerely,

Steven King

Long Susannah, Wiltshire Primary Care Trust (PCT)

Dear Mr King,

With reference to your application dated 30 August 2012 (Your ref: 127068-2df52b26) below, please accept my apologies for not acknowledging your request. NHS Wiltshire should like to confirm that there was one part-time staff member dedicated to handling Freedom of Information applications from August 2011 to February 2012. This staff member worked 18 hours per week. In addition to this staff member, other members of staff provided support, during periods of absence, and management oversight was also provided by the line manager.

This staff member left in February 2012 and was not replaced. The task of handling Freedom of Information applications, as an interim, has been undertaken by the Governance & Risk Manager role with assistance from members of the Communications Team. This arrangement was not adequate and has had a consequential fall in compliance. With effect from August 2012, handling Freedom of Information applications has transferred to the PALS & Complaints Team.

The staff member was not replaced as other options were being considered to address the task, given that the PCT will close on 31 March 2013. The option to transfer this task to the PALS & Complaints Team has been chosen to provide greater and more consistent resourcing to the task, improving PCT compliance. It is envisaged that the Governance & Risk Manager role will continue to provide oversight and advice for this task until 31 March 2013.

Should you have any questions regarding this response or if you wish to make a further application, please do not hesitate to contact the PCT at [email address].

Kind regards,

Susannah

Susannah Long
Governance & Risk Manager
Wiltshire Primary Care Trust
 
Telephone 01380 733879
Working hours Monday, Tuesday, Thursday and Friday 8.45am to 4.45pm

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Long Susannah, Wiltshire Primary Care Trust (PCT)

Dear Mr King,

Thank you for your reply dated 22 September 2012 (Your ref. 127068-2df52b26) below. Please be assured that I am looking into the matters that you have raised here and the matters raised in your emails dated 17 September 2012 16:10 (Your ref. 127227-2fff064c) and 17 September 2012 16:26 (Your ref. 127221-880ad435) and will respond as soon as possible. The printed copies of documents will be sent to the PALS & Complaints Team to send to your home address.

Kind regards,

Susannah

Susannah Long
Governance & Risk Manager
Wiltshire Primary Care Trust
 
Telephone 01380 733879
Working hours Monday, Tuesday, Thursday and Friday 8.45am to 4.45pm

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Dear Ms Long
Thank you for your two emails here today, I shall respond to each separately here.
Howvever, I am a little confused. I thought I was dealing with Wiltshire PCT here, but this morning ive received a short letter, on a photocopied sheet of headed paper, from Bath and North East Somerset ( NHS B&NES ) trust hq at St Martins, Bath - why are they writing a very brief sort of apology to me instead of yourselves ? Am I right in thinking that both of your organisations will cease to exist soon - if so when will that happen - a date please ?
However Deborah Gray - ACTING director of nursing and patient safety for that trust seems to know something of the matters ive reported to your trust - but why is she writing to me instead of a senior member of your own team ? Is it the case she is ' THE FALL GUY ' as she will not be remaining with the NHS after all these changes ? Her letter to me, on a photocopied page, says " It has been brought to my attention that, on the advice of NHS Wiltshire, copies of a complaint addressed from yourself to your GP was forwarded to NHS Wiltshire on our advice, without your consent " Why is NHS B&NES in Bath advising Wiltshire PCT? Are your own management team, including a CEO Ed Macalister-Smith or your management team/Board unable to deal with your own business ? Also where my GP and his locum are in Sutton Benger, and you are in Devizes, why did my complaint get sent to a different trust in Bath? Clearly now my sensitive data is being spread even further afield than is necessary ? Deborah Gray continues " I would like to apologise for these actions on behalf of NHS Wiltshire, those involved were acting in the best interests of the GP and yourself, but did not follow the correct course of action ". Who was involved, and clearly B&NES and Wiltshire PCT are NOT ACTING IN MY BEST INTERESTS AT ALL, only the best interests of the GP who, along with Wiltshire & B&NES would appear to have broken the Law on a number of occasions here and not followed NHS rules or guidelines or the NHS constitution or a number of other Laws that are in place to protect me. Deborah Gray continues " I can only apologise for this, and ensure( ?? ) you that learning has taken place to ensure this does not happen again. I hope this incident did not cause you any inconvenience or distress ". Well, ive been receiving high numbers of apologies from Wiltshires agencies over many years now, and it is clear that learning has not taken place to ensure this does not happen again, as that is what ive been told year after year for ten years now. The statement is meaningless rubbish, as you dont mean it and you dont learn? Maybe Im being harsh, so I shall ask you to send me, within the next week at the latest, the full learning that has taken place in respect of these INCIDENTS ( not incident ! ) that has taken place, as if you are telling me the truth a full and clear record of the learning will be readily to hand within your trusts, including the learning you sent to my GP please ? I should mention my letter of complaint was dated 18 06 12, it has not been responded to in full, it identifies a number of failures to comply with Legislationj by my GP, and despite Wiltshire PCT and B&NES having seen the letter and had the opoortunity to deal with it over the past THREE MONTHS now, this has still failed to happen. So Deborah Gray, despite my being very ill, and not receiving any treatment or support during 2012 for the serious illnesses that were diagnosed in August 2011, it HAS CAUSED ME CONSIDERABLE INCONVENIENCE< DAMAGE AND DISTRESS - so what are you going to do about it ? This end my response to Deborah Gray - the fall guy who quite possibly has not even seen my complaint or had any dealings with it ? Clearly those who have seen the seriousness of tha matters ive raised do not want their names to be linked to it - not even Mr Tony Barron - Cluster Chair who no doubt has a wealth of experience in these matters and could deal with it in full accordance with NHS requirements and current Legislation if he chose to comply fully with the duties and responsibilities he has ?
Yours sincerely,

Steven King

Long Susannah, Wiltshire Primary Care Trust (PCT)

Dear Mr King,

Thank you for your email dated 24 September 2012 (Your ref. 127068-2df52b26) below. With effect from 1 April 2012 NHS Bath & North East Somerset (BaNES) and NHS Wiltshire became a cluster PCT. Clustered PCTs have one Chief Executive, one Chair and one Executive Team who work across the cluster rather than separately for each PCT. The Health & Social Care Act 2012 removes all PCT on 31 March 2013, with responsibilities for commissioning transferring to a number of new organisations. Hence both NHS BaNES and NHS Wiltshire will close on 31 March 2013.

The PALS & Complaints Service is a service operating for the cluster as a whole. Deborah Gray is a senior member of the Executive Team for the cluster as a whole.

I am sorry that you are not satisfied with the response to your complaint. By this email I am forwarding your response to the PALS & Complaints Service to address through the appropriate channels.

Kind regards,

Susannah

Susannah Long
Governance & Risk Manager
Wiltshire Primary Care Trust
 
Telephone 01380 733879
Working hours Monday, Tuesday, Thursday and Friday 8.45am to 4.45pm

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Dear Ms Long,
Thank you for your first email of todays date.
I would interested to know who the line manager is, and Im pleased you and the trust are able to demonstrate honesty and openess within the first three paragraphs of your email - I had worked out there were staffing issues and an increase in non compliance ( that being non compliance of FOI Legislation I presume ? )
However, in your post of Governance & Risk Manager, the position of GOVERNANCE is an important one, and I presume includes ensuring that all within your organisation comply with all the duties and responsibilities it has to patients in Wiltshire ? I have already raised a number of issues that you will need to get back to me about yourself, and wish to raise some more as a number of people within NHS Wiltshire those being GP - AVON & WILTSHIRE MENTAL HEALTH TRUST - and indeed your own CEO and LISA from the PALS team are all failing to carry out their Legal duties and NHS requirements, and failing to deal with me in accordance with your own policies and procedures over many months now. I would therefore ask you to arrange a meeting for us to meet, and to enable you to prepare a full and completely accurate record of the matters that you will need to look into as Governance Manager. This meeting could last a day, or two half days, and I would ask you to make arrangements to record the meeting on CD and provide me with a copy of the matters we discuss at the end of each meeting. There are VERY SERIOUS MATTERS to discuss that you will need to take action upon, and I shall insist on a recording of the meeting being made and given to me. THERE HAS BEEN A MULTI AGENCY COVER UP GOING ON FOR OVER 10 YEARS NOW, and people are breaking the Law - you will need to deal with it fully and properly.
I am not content for the PALS team to be involved in dealing with me in any way, ive already spoken with LISA on a number of occasions, and she does not write to me when she says she will, and does not ring me back when she says she will. She has spoken to SEAP ICAS too, but did not ring me back as she said she would, and SEAP ICAS have not respondeed for months to the letter I sent them by recorded delivery. This is far too serious for either PALS or SEAP ICAS to deal with,please study the complaint letter I sent to my GP - and see the two attachments with it too. Would YOU - and ONLY YOU - please be kind enough to send me all the documents youve offered and that ive requested - there is no point in sending them to PALS as this will undoubtedly cause further delay - or no response as has become the norm with LISA. You kinly invite me to ask further questions, would you please be kind enough to send me ALL the data and information that has been passed between my GP and yourselves and B&NES and my contacts with your CEO Ed McAlister-Smith and LISA and details of what actions they took - what data of mine was processed/shared over the past 6 months please? I shall expect this to be a full and open procedure, total disclosure in cluding deatils of phone calls- emails- meetings- advice obtained and given etc in respect of these matters. I shall see this as being a very small part of the RESTORATIVE JUSTICE that is due to me from each of you, and trust this information will be provided in full within the next ten working days at the longest please. I ask you to confirm here at your earliest possible opportunity that you will comply fully with my request, as this matter alone has taken a further 3 months away from my life, im ill and still not receiving treatment and Im being caused considerable damage and distress by the ongoing lies - spin - cover up , and failures of so called professionals in the NHS to act as they should. Im sure my GP will update you of the many illnesses I have that are made considerably worse by the actions of those Im dealing with in the NHS when they fail to act as they should. I should AGAIN point out that I made a safeguarding alert to my GP 15 months ago that was not acted upon, and an alert was also made to your CEO and his PA in recent months, none of which were dealt with in accordance with the rules that exist !
Yours sincerely,

Steven King

Dear Ms Long, Thank you for your email of 24 09 12.
To make it clear, I am not asking you to pass my complaint to pals or anywhere else other than to deal with matters you need to deal with within your own trust. The GPs own complaint policy and procedure has not yet been exhausted, and it is my wish to use that route before considering how to progress the complaint in the way of my choosing. Please only comply with my wishes - best practice states NO DECISION ABOUT ME - WITHOUT ME , you should find it beneficial .

Yours sincerely,

Steven King

Dear Ms Long,
Thank you for your response, and the assurance given that you are looking into the matters ive raised here.
Again, no confidence in PALS teams ( based solely on my very bad experiences with LISA at your trust, and Jo Davies of AWP who I believe also used to work in PALS with yourselves ? ), but also by the numerous postings on the NHS Choices website referring to a lot of patients dis satisfaction with the PALS and complaints systems you operate. AGAIN - what is mentioned here is only the tip of the iceberg, we need to have the meeting ive requested - under the conditions ive requested - to fully and accurately put down the whole evidence of my complaints that I wish you to deal with. I ask you to ensure the documents will arrive in a day or two, and the meeting is also arranged later this week, and takes place early in October . I want to get my life back after 12 years of suffering !

Yours sincerely,

Steven King

Dear Ms Long,
I would like to also receive a list of the management and board structure of you 'cluster', details of its Legal status as a newly formed structure, its registration name for the ICO data processing and registration number please? Maybe you could send that with your policy and other information ive requested as I would expect it is sitting in a computerised file somewhere ? Thank you for your assistance to date.

Yours sincerely,

Steven King

Dear Ms Long,
It is causing me considerable frustration and distress that Wiltshire PCT STLLL has not sent me the copy of the NHS Constitution ive been trying to obtain for some 9 months now, and has not provided any of the policy and procedure information I requested on Monday 24 09 12. How long does it take to print off a few copies of your own policies and procedures and stick them in an envelope ? I cannot find the Wiltshire PCT website on the internet, that someone else suggested I looked at to see if some of the policy information might be there - does it no longer exist ? Clearly the failings of Wiltshire PCT is having an adverse effect on my general health and wellbeing and I ask your trust to stop acting unreasonably, and indeed Illegally, and provide the information ive asked for and need to help me obtain a fair resolution to the matters that continue to blight, if not destroy my life over the past 12 years ! Where has the DUTY OF CARE or an acceptable level of service gone ?

Yours sincerely,

Steven King

Long Susannah, Wiltshire Primary Care Trust (PCT)

Dear Mr King,

Further to your email dated 27 September 2012 (Your ref. 127068-2df52b26), please be advised that I have been out of the office. I have today printed out the relevant documents and posted these to the PALS & Complaints Team at St. Martin's Hospital, Bath as you advised that they have your postal address. I have spoken with the PALS Team and they will dispatch the documents to you as soon as they are received. Given that the documents are travelling by Royal Mail, I would suggest that the documents will arrive with you either Tuesday or Wednesday next week. Please do let me know if they do not arrive.

Kind regards,

Susannah

Susannah Long
Governance & Risk Manager
Wiltshire Primary Care Trust
 
Telephone 01380 733879
Working hours Monday, Tuesday, Thursday and Friday 8.45am to 4.45pm

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Dear Long Susannah,
Thank you for your email of 27 09 12, your CEO ( who I believe is based at your office ) received a recorded delivery letter from me in recent weeks that shows my name and address, and indeed his PA who I spoke with a few weeks ago also took my telephone number ( and read it back to me ) stating she would ring me back, but never did ( also based in your office ? ), and clearly where your trust were given a letter from my GP ( maybe your CEO read it ? )
showing my name and address - and you are personally aware of all of the above contacts already mentioned here and only had to ask one of them, I must express my disappointment and disbelief at further inefficiency and delays ! Is this a plot to kill me off knowing I have a heart condition and many other long term illnesses by causing me so much anxiety and distress ? Of course, you could have emailed me asking for me to phone you with my address, if you did not want to be bothered to speak with or email the other staff within your office that ive told you ive had contact with?

Yours sincerely,

Steven King

Long Susannah, Wiltshire Primary Care Trust (PCT)

Dear Mr King,

Further to your email dated 27 September 2012 (Your ref. 127068-2df52b26), please may I inform you that I have today sent paper copies of the documents that you have requested to your home address, which you have now authorised me to obtain from the PALS and Complaints Team. The documents have been sent by Special Delivery so should be with you by the end of Monday at the latest.

I will respond regarding your other emails as soon as is possible.

Kind regards,

Susannah

Susannah Long
Governance & Risk Manager
Wiltshire Primary Care Trust
 
Telephone 01380 733879
Working hours Monday, Tuesday, Thursday and Friday 8.45am to 4.45pm

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Dear Ms Long,
Thank you for your email of todays date indicating the actions you have now taken. Was my recorded delivery letter to your CEO simply thrown away a few months ago when I wrote to him, and did his PA who I had a long discussion with also throw my phone number in the bin as neither of them responded to the serious matters I raised as one would expect, or as the PA stated she would ?
I presume you are in a more senior position than the PALS team members ?, as I have received a letter this morning from St Martins Hospital ( signature unreadable and no name stated below the signature ) indicating he/she has " asked that your other concerns be investigated as part of the PCT Complaints Policy " . I thought I had previously indicated that it is not my wish that this be dealt with as a complaint at the moment, as I shall need help in preparing a complaint ( if I choose to do so ) . I think this person was taking the mick when he/she sent me a further SEAP ICAS leaflet to add to the bundle I already have. My GP decided, without my consent, to talk with SEAP ICAS about making a complaint, I visited their Trowbridge office at 2pm on 27 06 12 ( THREE MONTHS AGO ) and my papers were copied for the advocate to work on them, I wrote to the manager Mrs B Moore by recorded delivery on 10 08 12 ( 7 WEEKS AGO ) , but Mrs Moore has neither acknowledged or responded to my detailed letter in any form, and despite saying he would be in regular contact with me the advocate ( Roger ) has not contacted me regarding my complaint since he copieed the papers three months ago. Ive therefore found SEAP ICAS not fit for purpose, as it appears theyve had contacts with the people I need to complain about, but not got back in contact with me.NO CONFIDENCE IN THEM IM AFRAID ! So I find myself in your hands, im disabled with a number of illnesses, have an untreated mental health issue that was diagnosed by AWP 13 months ago that remains untreated, have not seen anyone from their clinical team this year and they have prepared false patient medical records about me that ive seen and complained about. Where is the duty of care, who is dealing with the abuse ive reported to my GP in writing, AWP in writing, and your own CEO in writing ? Please write to me to confirm you have, at my request, asked that my contacts with you so far are dealt with in the course of normal business and certainly NOT through your complaints procedures at this stage until I make a complaint ( if I do ) although I shall need proper adequate assistance but this is not available to me through SEAP ICAS it would appear !

Yours sincerely,

Steven King

Long Susannah, Wiltshire Primary Care Trust (PCT)

1 Attachment

Dear Mr King,

With reference to your email dated 24 September 2012 15:52 (Your reference request-127068-2df52b26), please find attached a structure for the NHS BaNES and NHS Wiltshire Cluster management and board. The structure is for management purposes. The legal status of the two NHS organisations has not changed from their establishment.

Both PCTs are registered with the ICO. Bath and North East Somerset Primary Care Trust has the registration number Z5369503 and Wiltshire Primary Care Trust has the registration number Z9615734.

I should like to confirm that I have today posted a paper copy of the Cluster structure, a paper copy of both the establishment orders for the PCTs (printed from the internet) and a paper copy of both the ICO Data Protection Register Entry Details (printed from the internet) to your home address by first class Royal Mail post. These should be with you in the next few days but please let me know if they have not been received by Tuesday, 23 October 2012.

Kind regards,

Susannah

Susannah Long
Governance & Risk Manager
Wiltshire Primary Care Trust
 
Telephone 01380 733879
Working hours Monday, Tuesday, Thursday and Friday 8.45am to 4.45pm

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Dear Ms Long,
Thank you for your email of 18 10 12, the content of which I note. I shall notify you of the date I receive your rather limited response through the post so you will be able to see if you have complied with FOI regulations in respect of the partial disclosure you are sending. However it is CHRYSTAL CLEAR FOR ALL TO SEE that your response does not provide all the information and questions ive raised during the course of your handling of my request, and as I am emailing you at 2.15pm on 18 10 12 I trust you will ensure that ALL MATTERS Ive raised will be responded to here before the end of the week, and paper copies also sent for my records. I believe you have cut it fine to DELIVER your responses to me as I have yet to receive them, especially in light of the press releases on the ICO website yesterday, indicating fines of £120,000 and £70,000 on a police force and a social care charity who failed to comply with the appropriate Laws.Please ensure EVERY matter ive raised receives a full and clear response, and where any response you have so far provided is in fact an answer to a question I have not raised, I ask you to look more closely at the questions Ive asked and answer those please.

Yours sincerely,

Steven King