Complaining My Arse Off! (Part 2)
The Tedious Bullshit Response by the NHS!
The cogs of a monolith like the NHS turn slow but turn they do. Of course, whether those cogs turn in the right direction is highly questionable. Since I raised my complaint back in February, (see original post), I’ve finally got a response last week. Spoiler alert: underwhelmed!
On beginning to read the letter my knee jerk reaction was to throw it down in disgust like it was a white hot piece of coal. There’s no denying that when the system shows no empathy there’s a sinking feeling in my stomach that proverbially inclines me to stick my fingers in my ears and sing “la-la-la-I-can’t-hear-you-la-la-la”! Modern psychology says I should sit with the feeling but as many of you will be aware, I’m cut from the “old-school-stiff-upper-lip” cloth. You’d think I’d know better! This is not my first rodeo. But it seems I’m a sucker for child-like optimism. Forever inclined to see the best in people even after having been indoctrinated by the Mental Health System, for the past 13 years, in the worst of people. Like, these days, I’m more eloquent and confident in myself than I’ve ever been, so this time I will be heard. Twenty minutes later I picked up the letter knowing it was more bad news but that twenty minute rest allowed me to regulate my expectations thus making it easier to digest.
Dear Mr Bumbo,
I am writing in response to the concerns you raised in your e-mail of 18 March. Your complaint points, about your recent experience with our service, were investigated by Dr Imran Khan, Consultant Psychiatrist and Bobby Ewing, General Manager. Our response to your concerns outlined below are based on the findings of these investigations.
Point 1: I have been the subject of systemic gaslighting by staff in the FOLS. There has been a concerted disingenuous and systematic stonewalling of my needs concerning my diagnosis. Dr X (Psychiatrist) refuses to engage with the idea that I don't have Paranoid Schizophrenia because there is no objective scientific test to support its existence. And since Nurse Y (Community Nurse), adheres to Dr X's "blind faith" diagnosis, the harm being done to my mental health is intolerable. I, therefore, asked Jack Wolowitz (FOLS Service Manager) to source replacements for Dr. X and Nurse Y.
Dr Khan has reviewed the medical report provided by Dr X in support of the diagnostic conclusions and he has not found any evidence to support what you say and suggests that you may find it helpful to contact the Mental Health Tribunal for a periodic review of your psychiatric diagnosis and prescribed treatment needs as indicated in your care plan as a conditionally discharged restricted patient under the Mental Health Act of 1983. You can request a Tribunal by contacting your mental health solicitor. If you need support to do this, please ask one of the nursing team who will be happy to assist you.
Point 2: I also wish to raise a complaint about Jack Wolowitz's service. In escalating my original complaint about Dr X and Nurse Y to Jack, I asked him to consider the overwhelming scientific evidence, in the form of two peer-reviewed Journals, that supports the idea that there is no objective test to support the existence of Paranoid Schizophrenia. He refused to consider the evidence with which I provided him, choosing to double-down on what NICE guidelines and the ICD incorrectly say. Simply put, he endorses the systemic processes set forth by NICE and the ICD but refuses to engage with irrefutable scientific evidence I availed him of.
Jack is no longer the Service Manager for the FOLS team. Bobby Ewing, General Manager has reviewed this point of your complaint and is satisfied that it was appropriate for Jack to follow processes set by the National Institute for Health and Care Excellence (NICE) guidelines and ICD diagnosis. Please see Dr Khan's recommendations about the Mental Health Act Tribunal in his response to point 1 above.
That concludes our investigation and I hope you feel that each of the points you made has been
carefully considered and responded to and that our response feels both respectful and helpful.
I hope this letter has clarified the issues raised, however, if you remain dissatisfied with this response please contact the PALS & Complaints Team at vxyz.pals.vxyz@nhs.net within one month who will consider if there is anything further we can do locally to resolve matters.
Finally, I would like to reassure you that we are continuously endeavouring to improve the services that are provided by the Trust and once again, I am grateful to you for taking the time to raise this matter with us.
Yours sincerely,
Peggy-Sue Mathers
Director, Forensic & Specialist Directorate
This is where I feel inclined to protect my Mental Health and deny my instinct to short a fuse. But I know I must fight against this nurturing instinct and defer to my nature. In what feels like a destructive contradiction, I must process the pain of what I am feeling, and thus who I am, to, as it turns out, protect my mental health. Denial will only lead to emotional constipation. This is the Yoga my mind needs; to feel my tenderness can only lead to emotional strength and flexibility just like a Yogi. If only I knew this when my marriage fell apart then I wouldn’t have gone rogue and nefarious and, therefore, I wouldn’t be in this shit. The irony is I’m starting to believe I’m built for this shit now that I know I’m not alone. That in a twisted fucked up way, my life has been galvanising me for this challenge; THIS-IS-DEFINITIVE!
Not only am I convinced Dr X hasn’t investigated the robust evidence I have provided, in the two peer-reviewed journals that support my thesis of the non-existence of Paranoid Schizophrenia as a legitimate diagnosis, he, therefore, demonstrates zero empathy for my complaint and one hundred percent subterfuge as he turns a blind eye to my concerted assertions.
Furthermore, given that Dr Khan hasn’t investigated “my” complaint, and simply rubber-stamped Dr X’s inadequate findings, it is, therefore, a wholly inadequate, inappropriate and flawed Complaints process.
In spite of my, apparently, naïve optimism I remind myself of the objective I stated to myself before I raised the complaint. I already knew the outcome. Dr X thinks my aim was to off him as my Psychiatrist. I knew the system would coalesce around him in the rankest display of snubbery and snobbery. Which is only indicative of the fact that he continues to underestimate me. The root question is did I get Dr X’s attention? The answer is emphatic. No. He’s still hiding behind his title. Which is to say, he still hasn’t checked in as a human being. Which is why, whenever we meet, I don’t refer to him by his title, I refer to him by his first name.
The Complaints process only provides a disingenuous, indolent response to my distress. But even though my spirits deplete, when I take the proverbial right hook flush on the jaw, I have an audience that spiritually keeps me upright in moments like these and, rather, replenishes said spirits so ha! My voice may tremble but I remain resolute.
As ever, all views are appreciated, feel free to let me know how you feel in the comments.