Video health assessment converted into a telephone assessment without notice and permission

Peter1

When I log into the video heath assessment a receptionist told me that the video health assessment has been converted into a telephone health assessment because the healthcare professional has problems with her IT system in her home.

I made a complaint to the Health Assessment Advisory Service because this change was made without notice and without asking me if I agree to and because I was not prepared to a telephone assessment and because my medical condition made difficult for me to have a telephone assessment.

I received a reply saying the two things:

1.The receptionist asked me if I agree to this change and that I agreed what is not correct because he asked me nothing.

2.During the telephone heath assessment I did not ask to have the assessment postponed to another day so that to have a video assessment. However, I did not ask this because I was not informed that I have the right to ask this. Moreover, the health assessment during the telephone health assessment did not inform me that I have this right.

The fact that in the reply to my complaint it is said that I was asked if I agree to this change is evidence that this change should not have taken place without my permission.

I would like to know what are the rules about his issue and what can I reply to the fact that contrary to what says the reply to my complaint I was not asked if I agree to this change

There is also something else strange which is that concerning the receptionist in the reply to my complaint the pronoun “she “ is used, however; the receptionist with whom I talked was male.

Peter1

I would like to know if members of this forum have been in the same situation as me by having their video health assessment converted into a telephone health assessment the same day as the assessment was scheduled to take place without any notice and without asking their permission, or they know other people who have been in this situation.

There should be rules concerning this issue

Rachel_Scope

Hi there @Peter1.

Sorry you haven't had an answer yet. It's not something I've personally encountered and I'm sorry that the telephone assessment was difficult for you. It seems unfair if you struggle to use the telephone.

Are you going to escalate the complaint further?

Peter1

I informed the caseworker who deals with my complaint that I am considering his reply and I may escalate my complaint to Stage 2, but before I do maybe this I need he clarifies the fact that contrary to what he says in his reply the Receptionist who informed me that the video assessment was converted in a telephone interview when I logged into the video assessment was a male and not a female.

This is important because the female receptionist, to whom my caseworker makes reference in his reply, says that she asked me if I agree to have this video health assessment converted into a telephone health assessment and that I agreed. However, this is incorrect because she asked me nothing so it is important to know whether the male Receptionist who really spoke to me will confirm that he did not ask me if I agree to this change.

However, strangely my caseworker replied to me that before replying to this issue he wants to know all my grounds of my complaint to Stage 2.

However, I would prefer that first he replies to this issue about the right Receptionist being questioned because I need that my complaint at Stage 1 is properly and fully investigated by having the right Receptionist questioned before escalating my complaint to Stage 2, if necessary,

If the right Receptionist confirms what I say my complaint should be uphold and there will not be any need to escalate it.

I would like to know what to reply to my caseworker so that he replies first to this issue of the right caseworker being questioned.

Rachel_Scope

Morning @Peter1.

I would maybe suggest just replying with the question of who exactly they spoke to and hopefully that will be cleared up first. I'm sorry it's had to come to this. I hope you get a quick response from them.

Peter1

The problem is that the caseworker wants that I go directly to step 2 of the complaint procedure without first clarifying this issue of who was really the Receptionist with whom I spoke

Rachel_Scope

I see. Maybe start it off with stating that the receptionists identity needs to be confirmed? Then complete the rest of the information they require.