THE CARE QUALITY COMMISSION AND THEIR DEALING OF COMPLAINTS

From: HSCA_Compliance <hsca_compliance@cqc.org.uk>
Sent: Thursday, July 28, 2022 3:40:29 PM
To: susanb255@outlook.com

Subject: FAO Susan Bevis – Correspondence – Ash Villa – ENQ1-13580144066 – DB

Dear Mrs Bevis,

Please find attached your Correspondence regarding Ash Villa. If you have any queries please do not hesitate to contact us.

Statutory requests for information made under access to information legislation such as the GDPR and the Freedom of Information Act 2000 should be sent to: information.access@cqc.org.uk

Kind Regards

David

Inspection Support Team Co-Ordinator

For information about CQC, including contact details, information about how we use and protect personal data, and how to request information from us, go to https://www.cqc.org.uk/contact-us

Letter attachment below dated 28 July 2022

Mrs Susan Bevis Delivered by email Ref: ENQ1-13580144066 28 July 2022   Dear Mrs Bevis     I am writing to inform you the frequency, duration and nature of your communications has caused disruption to our business and distress for CQC team colleagues.   Why should it cause distress when they are assigned to deal with complaints that could result in someone’s life being saved who is recorded as being of “high risk of mortality” to the point Fire Brigade and Ambulance have been notified.  Notably David refers to the CQC as a “business” and so this is how the CQC view requests for them to intervene and how they dismiss them.  Surely that is what they are assigned to do and that is investigate concerns.   Between January 2022 and June 2022 you raised a significant number of enquiries with the Care Quality Commission regarding the care of your daughter Miss EB staying at Ash Villa a rehabilitation ward within Lincolnshire Partnership NHS Foundation Trust (LPFT). The Call handlers who you have contacted have passed on your concerns to the Inspector for review; in turn the Inspector has passed your concerns to the trust. In many cases the trust were already aware as you have copied them and were already dealing with your concerns. The information you have shared is repetitive and similar information to that you sent to us previously. Our Inspector has liaised extensively with the trust and is satisfied the service have taken steps to address your concerns.      The calls did not come from just myself but from EB herself and others.     We understand Miss EB consistently says that she does not want staff to share information about her care and treatment with yourself or any concerned parties. Miss EB does share information herself with you. The trust have set up an identified single point of access at Ash Villa; and a dedicated email box with the trust. The CQC cannot investigate your individual concerns further. We are sorry that we were unable to assist you further on this matter, and now consider it closed.   EB shared her own dismissive response from CQC, until her phone was taken away for monitoring and supervision purposes by Ash Villa staff then we had no choice but to have to go through the ward which has brought no end of inconvenience and upset to entire family.  EB now wishes to waive anonymity to highlight what is going on under the shocking “care system” of the UK.     You can however contact The Parliamentary and Health Service Ombudsman who will be able to offer advice and assistance to you regarding your complaint. Their contact details for ease are on the phone via 0345 015 4033, or www.ombudsman.org.uk/making-complaint. Which we have done.     In view of the previous communications between yourself and CQC, if you do need to contact CQC in the future, we ask that you make any communications in writing initially by letter. If you do telephone the CQC there will be a voicemail service where you will be able to leave your concerns via voicemail. Based on the new information shared we will decide whether to respond directly to you, or instead may approach the relevant healthcare provider. This decision will be as appropriate to follow up on the information shared.      I will not be bothering.  The only time the CQC respond effectively to facilities they rate as good is when abuse is revealed by TV programmes like Panorama or when someone has died under care.  No-one has signed the letter that David has sent notably so I am assuming it comes from him.     Yours sincerely,  Inspection Team