Medical records sent to the wrong add... - Fibromyalgia Acti...

Fibromyalgia Action UK

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Medical records sent to the wrong address

Taima profile image
27 Replies

Hello, I tried requesting medical records in the beginning of October, they sent them to the wrong address twice and the person who received them starting contacting me after being no contact due to them being spectacularly abusive to me for 20+ years. This man is the embodiment of everything I fear and hate. I notified them of the possibility of an error asking for confirmation of the address they sent the records on 3rd December because I very clearly gave them my current address and supplied proof more than once when asked yet it went to an address I haven’t used in years.. The last correspondence they replied to is 29th November and they haven’t responded to me asking for them to explain their complaints procedure or if I could have some sort of response/statement or even if I could actually have the records sent ti the correct address I asked for in the first place. The whole experience has been very distressing.

27 Replies
Yassytina profile image
YassytinaFMA UK Volunteer

Really sorry too read this , not a good experience for you I hope everything gets sorted eventually xx

Taima profile image
Taima in reply to Yassytina

Thankyou, I have no friends/family to talk to and support worker is always busy so have to vent somewhere

Dinkie profile image
Dinkie

awful experience for you. Their complaints procedure should be detailed on their website so it might be worth a look. I used the complaints procedure and the phrase they makes them jump to attention is “you have failed in your duty of care”. I used this phrase as it was recommended by a coroner and hey presto immediate response. Good luck

Welshcatlady profile image
Welshcatlady

How awful for you, so distressing. Hope you get it sorted soon.

Bolognese2022 profile image
Bolognese2022

Hi

I would suggest if information has been sent to an incorrect address about you despite providing them with proof of address, it is a serious breach of data protection.

Look up General Data protection regulation (GDPR)

Ask to speak to a manager informing the person you talk to of a data breach ,take the name of who you talk to, date and time.

Good luck

Taima profile image
Taima in reply to Bolognese2022

I’ve asked to speak to a manager and copied in screenshots of the emails to the department and administrator with full name, email address, timestamps and date included very clearly showing me giving them the correct address, then asking them which address it was sent to repeatedly because I knew a first class signed for package should have arrived by the 29th if they say they were sending it out on the 21st and already knew what had happened. But they glossed over the question of the address *entirely* and just said the images were sent on 25/11/22, end of message. I think they knew they messed up because they didn’t respond again after the 29th.

Taima profile image
Taima

Hi I’ve looked up GDPR as I’ve had literally dozens of day at protection issues with the NHS like them leaking confidential information leading to me being abused directly, doctors putting their version of my sexual assault as a child in my records years after the fact based on secondhand testimony from my mother without my knowledge, doctors mixing up my blood tests with someone else etc. this is a worrying breach to me seeing as they don’t seem to learn from what I’ve ress of similar incidents, I gave them my address clear as day etc

I keep emailing asking to speak to a manager but they won’t respond. My carer called the department and spoke to someone who was their internal care quality regulator or something (we can’t remember his exact job title) but he essentially just said they’re getting their solicitor ready or something along those lines. I’ve had no cknowledgement, apology, explanation or offer to make it right at all.

They didn’t even reply answering the direct question of which address they sent the package to the first time before sending it to the incorrect address AGAIN despit eme very clearly indicating which one wa the old address and which one was the new one. They are avoiding me.

fmlife profile image
fmlife

you could go to a solicitor about this considering who sent to!! your medical records are supposed to be between yourself and the doctor not the abuser!

Taima profile image
Taima in reply to fmlife

We have contacted a solicitor but they cannot do anything with out us getting a ‘final response’

fmlife profile image
fmlife in reply to Taima

just a thought can you do a P.O. redirect, from it being your name on address. to your current abode. Or a hold on your named mail.

royalmail.com/personal/rece...

the person should not be opening your mail, should just write not at this address on envelope, put back in box.

perhaps a police person could advise if that mail redirect is lawful to do with consideration to the abuse aspect.

Am wondering if they have replied to the wrong address!

On their own website it should have an email address for complaints. This will initially be the manager of the surgery who should contact you in a timely manner. At this point don't correspond by phone as you need everything in writing.

Next is cqc if you don't have any response from the manager. This is the care quality commissioner.

Stand your ground, once is a mistake and an appalling one at that. Twice is absolutely disgusting

Knightqueen84 profile image
Knightqueen84

First off I am so sorry this has happened to you. As someone who has worked for the NHS this is a serious breach of your data. I would suggest contacting PALS (patient and liason service) it's free and independent of the NHS. If this doesn't work then definitely a solicitor. Most solicitors now do free days/hours when they can give advice.

Good luck I hope you get this sorted.

Taima profile image
Taima in reply to Knightqueen84

Hi thankyou for your concern and support. PALS have been copied in the entire time but have no response from PALS or hospital since November. Solicitor won’t do anything until we have filed a formal complaint. Can’t make a complaint or the ICO without exhausting complaints procedure at the hospital and getting final response… but they won’t respond. Have sent an email to their complaints department again after carer supposedly spoke to the person who was in charge of data handling and care quality at the hospital; all they said to him was they’ll get their solicitors ready or something to that effect, I wasn’t on the call

Knightqueen84 profile image
Knightqueen84 in reply to Taima

Sounds like they know they've f'd up so unfortunately that means you're gonna have to be their personal stalker and harass them them at every opportunity. Other than the carer you spoke about do you have anyone else that can harass them on your behalf?

Taima profile image
Taima in reply to Knightqueen84

Yup, I am going to have to be annoying but hate when I’m pushed to scream and shout to be taken seriously. I have a support worker but she actively discouraged me against complaining. Currently embroiled in a battle with my landlord over years of damp of mould (I have asthma and allergies) and she said what do I hope to achieve by making a huge deal out of this. She wouldn’t be on board with helping me complain about records being sent to wrong address

Rox_daw profile image
Rox_daw

hi. Really sorry for your experience. Did they not offer to send them to you via email ? This is what I did and that’s how they sent them to me Hope you get it sorted soon

They sent it by secure email. And I had a separate email with a code to unlock them

Taima profile image
Taima in reply to Rox_daw

I begged and they insisted that sending through the post was more secure. My cannabis doctor sends me emails through Egress for anything sensitive so don’t understand why the hospital can’t. I also explained to them I had to buy an external disc drive and borrow someone else’s computer to view the records last time so could they not just email them over and they said no.

MaggieSylvie profile image
MaggieSylvie

That is absolutely disgraceful. If the records come from a hospital, contact PALS at that hospital.

Taima profile image
Taima in reply to MaggieSylvie

PALS have been copied in to the entire email exchange and were the ones who passed on my request in the first place. I have heard nothing at all from neither PALS or the radiology department since November. I mean I was super super clear and provide council tax bill, water bill and bank statement with address clearly on them.

MaggieSylvie profile image
MaggieSylvie in reply to Taima

We have to assume that there are strikes, Christmas holidays, a backlog of appointments. The best thing you can do for yourself is phone PALS and get things moving. Otherwise, it's a visit to CAB and then to legal advice.

Taima profile image
Taima in reply to MaggieSylvie

I have read advice to avoid PALS for serious complaints as they’re basically meant to protect the NHS side and can’t speak on the phone but will ask my carer about calling them

MaggieSylvie profile image
MaggieSylvie in reply to Taima

Well, I suppose it depends on the personalities and the hospital involved, but asking your carer to call them sounds like a plan. Good luck.

Bolognese2022 profile image
Bolognese2022

Really sorry your having such a bad experience. I hope your able to get the help from PALS.

Good luck!

Taima profile image
Taima in reply to Bolognese2022

PALS know about this as they were the ones who sent my details to the radiology department on my behalf, and I then stated my address to radiology AGAIN myself just in case and they still messed it up

Thank you for your support,I hope this gets sorted out and something changes because if they can mess something this simple up and cause someone who abused me to start trying to find out where I live it doesn’t bode well for other vulnerable people. Back to having nightmares about this man who has a history of going through my personal items including my post so it’s reopened old wounds

Rosy_Holly profile image
Rosy_Holly

Years ago I read a book called “The art of complaining”. It recommended asking MP to help. My MP has always been very helpful. The last time used was back in 2019 with a hospital issue. I sent letter of complaint to Chief Executive of the Hospital with cc to MP MP’s office telephoned and said they were ready to intervene and to let them know when I needed them to get in touch. The hospital contacted me several times, updating me. It was a very serious public issue and the whole hospital had to be checked. Hope you get all the help and support you need.

Taima profile image
Taima

Update: I got a reply from the complaints team who have forwarded my email to both the Radiology service managers and the Information Governance team with a request for them to look into my concerns. 

Taima profile image
Taima

Update: ‘There is going be a little bit of delay in responding in full to your complaint.’

They’ll update me Thursday now they said.

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