Lichfield Grove Surgery

Discriminated Against and Malicious Falsehoods

I have had an extremely distressing experience dealing with the reception manager and practice manager at this surgery. After raising a formal complaint nearly nine months ago, I finally received a response that was not only significantly delayed but also filled with false and defamatory claims and does not address in full the issues raised. They probably only responded as the Parliamentary Health Ombudsman had to send them two intervention letters and had I not got them involved I imagine they still would not have replied to this day. What’s more concerning is that the response tried to shift the entire blame onto me instead of addressing the issues I raised which included discrimination I received and breaches of the Equality Act. Numerous claims in their letter are directly contradicted by my medical records, which I have reviewed in full. There are several inaccuracies and omissions that I believe are misleading and unacceptable. Additionally, a key letter outlining the issues in detail was sent by recorded delivery, yet it was ignored entirely in their response. This has only added to the frustration, as it’s clear they have not taken the complaint process seriously. They have ignored their own breaches of the law and made false and injurious statements to justify their negligent and discriminatory behaviour. I will now be taking matters further in light of this. It’s also apparent from other reviews that I am not the only one who has experienced these kinds of problems. If you’ve had a similar experience with this surgery, you may understand how disheartening this can be.